Customer Service Advisor

Kinaxia Logistics & Fulfilment; Newton-le-Willows; On-site; GBP 21,000 - 26,000; Full time

Job summary

A customer service company is seeking a Customer Service Advisor to promote professional customer service and manage customer inquiries effectively. Key responsibilities include using CRM systems to resolve issues, adhering to service standards, and maintaining relationships with clients. Preferred candidates will have knowledge in transport and warehousing, and familiarity with CRM tools. Competitive salary and benefits offered.

Benefits

Life assurance

Pension

Full Uniform and PPE

Onsite Parking

Cycle to work scheme

Employee benefits and discounts

Qualifications

• Preferable experience in transport and warehousing.
• Experience using CRM systems effectively.
• Ability to manage customer queries effectively.

Responsibilities

• Utilise CRM to manage customer complaints efficiently.
• Adhere to customer service standards and policies.
• Develop and maintain effective working relationships.
• Oversee booking and follow up on delivery times.

Skills

Transport and warehousing knowledge

CRM systems knowledge

Software management systems knowledge

Customer account management

Effective communication

Tools

Sage

Stirling

Contrado

Job description

Panic Transport are recruiting a Customer Service Advisor to join their team at their site in Rugby. The role of the Customer Service Advisor will be to provide and promote a professional, customer focused service to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.

• Monday - Friday
• 40 hours per week
• Afternoon - Evening shift
• £25,396 per annum
• Life assurance
• Pension
• Exceptional fleet
• Opportunity for training and development (CPC training)
• Full Uniform and PPE
• Onsite Parking
• Cycle to work scheme
• Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
• Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

Overview

About the job:

• Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated.
• Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels.
• Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives.
• Adhere to all HR, GDPR and Health & safety policies to ensure the Company are fully compliant.
• Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures.
• Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate date is being maintained.

Qualifications / Experience

• Transport and warehousing preferable
• Both working and technical knowledge of CRM systems preferably Sage
• Both working and technical knowledge of software management systems including Stirling and Contrado
• Product and pricing schedules
• Dealing effectively with customer queries
• Building and maintaining effective working relationships both internally and externally
• Customer Account management
• Full utilisation of a CRM system
• Using software management systems