Customer Service Advisor

Ovia Group; Coton Farm; Remote; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Option to purchase up to 5 extra days

Health Cashback Plan

Pension Scheme

Life Assurance

Free Parking

Job summary

Ovia Group is seeking a Customer Service Advisor to join our head office in Tamworth, working 9:30am - 5:30pm. You will act as the link between customers, the sales team, and internal departments to ensure a seamless experience and strong relationships.

As an office-based role, you will handle orders, quotations, and inquiries while coordinating with multiple departments to support two to four sales areas and maintain service levels.

Qualifications

• GCSEs (or equivalent) including English.
• Customer Service NVQ (Level 2 or above), or an equivalent recognised customer service qualification (desirable)

Responsibilities

• Monitor key account orders, deliveries and service levels; build relationships; courtesy calls; resolve issues promptly.
• Oversee forward orders, call-offs and projects for assigned customers.
• Handle calls and enquiries from customers, external sales team and the public.
• Process online and email orders using Sage ERP and in-house systems.
• Prepare customer quotations.
• Provide product part numbers and basic technical information.
• Manage two to four designated sales areas, supporting customers and Area Sales Managers.
• Answer overflow calls from the switchboard.
• Respond to email enquiries.
• Upload and file paperwork in the archive system.
• Process sample requests and internal stock picks.
• Coordinate with other departments to arrange rework of bespoke stock.
• Set up customer accounts for online ordering.
• Liaise with carriers, track deliveries and obtain proof of delivery.
• Ensure all customer contact details are accurate and up to date.

Skills

Customer service excellence

Communication skills

Time management

Teamwork

Organised & efficient

Education

GCSE English

Customer Service NVQ(Level 2+)

Tools

Sage ERP

Microsoft Word

Microsoft Excel

Outlook

Job description

Looking for an opportunity where you can make a real difference to the customer experience every day? An exciting opportunity has arisen for a Customer Service Advisor to join our Customer Service Department, supporting the efficient delivery of customer service and operational activities. Acting as a key link between customers, the sales team, and internal departments, the role is focused on delivering a seamless customer experience, maintaining strong customer relationships, and supporting the smooth day-to-day operation of the business. This is an office based role at our head office in Tamworth, working 9:30am - 5:30pm.

Key Responsibilities

• Monitoring key account orders, deliveries and service levels; building strong customer relationships; making courtesy calls; and resolving issues promptly
• Overseeing forward orders, call-offs and projects for assigned customers
• Handling calls and enquiries from customers, the external sales team and the general public
• Processing online and email orders using Sage ERP and in-house systems
• Preparing customer quotations
• Providing product part numbers and basic technical information
• Managing two to four designated sales areas, supporting customers and Area Sales Managers
• Answering overflow calls from the switchboard
• Responding to email enquiries
• Uploading and filing paperwork in the archive system
• Processing sample requests and internal stock picks
• Coordinating with other departments to arrange rework of bespoke stock
• Setting up customer accounts for online ordering
• Liaising with carriers, tracking deliveries and obtaining proof of delivery
• Ensure all customer contact details accurate and up to date

Skills & Experience

Essential

• Personable and approachable, with excellent customer service skills and a commitment to delivering a consistently high standard of personal service
• Able to handle challenging customer interactions while remaining calm and professional
• Proactive and resourceful in identifying effective solutions to issues as they arise
• Able to work effectively both as part of a team and independently, managing workload and priorities efficiently
• Consistently accurate, organised and efficient
• Demonstrate excellent time management skills, effectively prioritising tasks and managing competing customer needs to meet deadlines and service standards.

Desirable

• Basic proficiency in Microsoft Word, Outlook and Excel; experience with Sage or similar ERP system is advantageous, although full training will be provided
• Previous experience within the wholesale, electrical, trade, or distribution sector

Education & Qualifications

• GCSEs (or equivalent) including English.
• Customer Service NVQ (Level 2 or above), or an equivalent recognised customer service qualification (desirable)

• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

Site Location: Scolmore House, Tamworth, B79 7UL