Customer Service Advisor

Espire; Tamworth; Remote; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Free Parking

Health Cashback Plan

Pension Scheme

Life Assurance

Job summary

Espire in Tamworth is seeking a Customer Service Advisor to join our Customer Service Department, supporting the efficient delivery of customer service and operational activities. This is an office based role at our head office in Tamworth, working 9:30am - 5:30pm.

You will act as a key link between customers, the sales team and internal departments, delivering a seamless customer experience, maintaining strong relationships and handling orders, enquiries and quotations.

Qualifications

• Excellent customer service skills with a focus on delivering high standards.
• Able to handle challenging interactions calmly and professionally.
• Proactive and resourceful in identifying effective solutions to issues.
• Able to work both in a team and independently, managing workload efficiently.
• Consistently accurate, organized and efficient.
• Strong time management to meet deadlines and service standards.

Responsibilities

• Monitor orders, deliveries and service levels; build relationships and resolve issues promptly.
• Oversee forward orders, call-offs and projects for assigned customers.
• Handle calls and enquiries from customers, sales team and public.
• Process online and email orders using Sage ERP and in-house systems.
• Prepare customer quotations and provide product part numbers and basic technical info.
• Manage designated sales areas and support Area Sales Managers.
• Answer overflow calls and respond to emails; file paperwork; coordinate rework of bespoke stock.
• Set up customer accounts for online ordering; liaise with carriers and track deliveries.

Skills

Customer service

Communication

Time management

Teamwork

Problem solving

Organization

Education

GCSEs (including English)

Customer Service NVQ (Level 2+)

Tools

Sage ERP

Microsoft Word

Outlook

Excel

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