Customer Service Advisor

Cornwall Staff Agency Limited; Par; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Quarterly bonus scheme

Bupa Employee Assistance Programme

Employee discounts

Job summary

Cornwall Staff Agency Limited is recruiting a Customer Service Advisor for a Par, Cornwall-based role. You will handle post-order enquiries for Trade customers and work closely with Trade Account Managers and internal teams to resolve issues and maintain high service levels.

The role is office-based, with Monday to Friday 9:00–17:30 hours and full product training provided. Excellent communication and problem-solving skills are essential.

Responsibilities

• Take ownership of post-order enquiries relating to Trade orders from initial contact to resolution.
• Investigate issues and coordinate with internal teams to ensure timely actions.
• Keep customers informed on progress and expected timescales.
• Process and coordinate customer returns, including documentation and internal communication.
• Investigate incorrect, missing or damaged orders and take corrective action.
• Liaise with couriers/logistics and relevant teams to resolve delivery issues.
• Maintain accurate customer and case records in CRM and other systems.

Job description

£28,000 per annum | Par, Cornwall | Full-Time, Permanent

We are recruiting for a great opportunity on behalf of our client, a successful and growing business based in Par, Cornwall. They are looking for a Customer Service Advisor to join their team, providing dedicated support to Trade customers and helping maintain an excellent customer experience.

This role would suit someone who is organised, proactive and customer-focused, with strong communication, administration and problem-solving skills.

Full product training provided.

Location: Par, Cornwall (100% office-based)

Working hours: Monday to Friday, 40 hours per week, between 9:00am and 5:30pm.

Job Overview

As Customer Service Advisor, you will take ownership of post-order enquiries relating to Trade orders, from the initial contact through to resolution. You will investigate issues, coordinate with the relevant internal teams, keep customers informed and ensure agreed actions are followed through.

Enquiries will include returns, incorrect or incomplete orders, damaged products, delivery issues and other post-order investigations. You will work closely with Trade Account Managers, Customer Fulfilment, Order Processing, Accounts, Technical, couriers/logistics and the wider Customer Service Team.

By providing dedicated post-order support, you will help Trade Account Managers focus on sales, account development and revenue-generating activity, while identifying recurring issues and contributing to improvements in customer service and internal processes.

Duties

Your duties as a Customer Service Advisor will include:

• Providing dedicated customer-service support to Trade customers and the Trade Team.
• Managing post-order enquiries through to resolution, keeping customers updated on progress and expected timescales.
• Responding promptly and professionally to enquiries by phone, email and other agreed channels.
• Processing and coordinating customer returns, including documentation and internal communication.
• Investigating incorrect, missing or incomplete orders, damaged products and other order discrepancies, ensuring corrective action is completed.
• Liaising with Customer Fulfilment, couriers/logistics and relevant teams to resolve delayed, missing or damaged deliveries.
• Setting realistic expectations, following through on commitments and ensuring customers do not need to repeatedly chase for updates.
• Working closely with Trade Account Managers and internal departments to resolve issues and maintain a joined-up customer response.
• Escalating commercially sensitive, relationship-critical or retention-risk issues appropriately.
• Maintaining accurate customer and case records within the CRM and other agreed systems, including actions, communications and follow-up dates.
• Ensuring relevant information is accessible to colleagues and not reliant on individual inboxes or memory.
• Recording reasons for returns, replacements, delivery problems and order errors, identifying recurring trends and reporting these to the Line Manager.
• Suggesting process improvements and helping identify root causes to prevent recurring issues.
• Protecting Trade Account Manager selling time by managing appropriate post-order issues while keeping them informed where customer relationships or commercial interests may be affected.

About You

• Previous experience in customer service, Trade support, order support or a similar administrative/customer-facing role is preferred but not essential.
• A strong customer focus and commitment to delivering a high standard of service.
• Excellent written and verbal communication skills, with a clear, professional and helpful approach.
• Strong organisational skills, attention to detail and accuracy in record-keeping and documentation.
• A proactive problem-solving mindset, with the ability to investigate issues and identify appropriate solutions.
• The confidence to manage enquiries, follow-ups and competing priorities effectively, including working under pressure and meeting deadlines, service levels, targets and KPIs.
• A collaborative approach and the ability to work effectively with colleagues across different departments.
• Confidence speaking with customers by telephone and handling challenging or sensitive situations professionally.
• Good working knowledge of Microsoft Office, Outlook, Excel, Word and Teams; previous CRM experience is desirable.
• An interest in continuous improvement, with the ability to recognise recurring problems and suggest practical solutions.
• A willingness to learn and develop product knowledge through the training provided.

CORE BEHAVIOURS

• Customer focus - putting the customer experience at the heart of decisions and interactions.
• Ownership - taking responsibility and following enquiries through to resolution.
• Communication - providing clear, accurate and professional updates.
• Organisation - managing priorities and follow-ups effectively.
• Teamwork - working collaboratively across departments.
• Problem solving - investigating issues and finding appropriate solutions.
• Continuous improvement - identifying recurring issues and helping prevent them.

BENEFITS

• Opportunity to join a successful, growing young company that listens to its employees.
• Friendly team environment.
• Employee discounts.
• Quarterly bonus scheme linked to performance.
• Bupa Employee Assistance Programme.