Customer Service Advisor

Cromwell Group (Holdings) Ltd; United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

Cromwell Group (Holdings) Ltd is seeking a proactive Customer Service representative to deliver excellent service and drive customer loyalty. You will liaise across the branch network, sales teams and suppliers, handling inquiries, quotes and orders with accuracy and professionalism.

The role involves upselling products, managing backorders, and updating customer details in the system, while adhering to SLAs and data protection requirements. A solid customer service background is essential.

Qualifications

• Previous customer service experience is required.
• Basic sales skills preferred.
• Planning, time management and organisational ability including multi-tasking.
• Proficient in Microsoft Office applications.
• SalesForce and NiceIn Contact preferred; training will be provided.
• Industry product knowledge useful but not essential.
• Flexibility and adaptability.
• Strong business and interpersonal communication skills.

Responsibilities

• Provide remarkable customer service that drives repeat business through superior communication.
• Resolve customer issues promptly and accurately, liaising between customers, branch network, sales teams and suppliers.
• Ensure pricing quotations are consistent, competitive and profitable within SLAs.
• Upsell Cromwell products and participate in product promotions.
• Progress quotes with customers and record outcomes according to procedures.
• Handle customer enquiries on applications, products, stock, invoices, returns and general questions.
• Coordinate new account openings, catalogue requests and update contact details in the system.
• Inform customers of stock levels/backorders and advise on substitutes or alternatives.
• Notify customers if their account is on stop and resolve issues with Credit Control when needed.
• Process payments and refunds for card orders in compliance with PCI and GDPR.
• Ensure customer complaints are resolved promptly following guidelines.
• Maintain accurate records and comply with data protection requirements.
• Maintain effective communication across all levels of customer services.

Skills

Customer service experience

Sales skills

Time management

MS Office

SalesForce/NiceInContact

Industry knowledge

Flexibility

Interpersonal skills

Tools

Salesforce

NiceInContact

Job description

• Providing a remarkable customer service that drives customers to return to Cromwell time and time again through superior communication skills.
• Resolving customer issues promptly and accurately in a manner that will promote customer loyalty, liaising between the customer, branch network, sales communities and suppliers via communication channels as necessary.
• Ensuring pricing quotations are consistent, competitive and profitable, ensuring adherence to sales and pricing policies, including discount levels are processed within agreed SLAs.
• Upselling Cromwell products and getting involved with product promotions with our customers.
• Progressing quotes with customers on a regular basis and in line with company guidelines to determine if we have been successful with our quote and recording the outcome in line with correct procedures and systems.
• Dealing with customer enquiries effectively for example: application, product, stock, invoices, POD’s, returns handling and any other general enquiry.
• Facilitating requests for new account opening, catalogue requests and updating contact details through the correct channels whilst ensuring that all orders are entered onto the business system.
• Informing customers of insufficient stocks or back orders against their purchase order and advising of substitute or alternative products. Liaising with external suppliers, sourcing products and availability where necessary. Ensuring an accurate due date is added to the order where a backorder is in place.
• Informing customers if their account is on stop at the time of placing an order and working with the customer and Credit Control where necessary to resolve any issues.
• Processing payments and refunds for credit card orders in a timely manner and in compliance with PCI and GDPR requirements.
• Ensuring all customer complaints are dealt with and brought to a satisfactory and timely conclusion in line with Customer Resolution Teams guidelines
• Maintaining appropriate record systems, complying with document retention and data protection requirements
• Maintaining effective communication throughout all levels of the customer services function, keeping the customer always informed whilst building strong relationships.

What are we looking for?

• Previous Customer Service experience required.
• Basic sales skills preferred.
• Planning, time management and organisational ability including the ability to multi-task.
• Good computer application skills inc. Microsoft Office applications.
• SalesForce, NiceIn Contact preferred but not essential, as training will be given.
• Industry product knowledge would be useful, but is not essential.
• Flexibility and adaptability.
• Business and interpersonal communication skills.

About Cromwell

Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

We’re all individuals, yet we’re very much one united team. We treat everyone fairly – regardless of gender, sexual orientation, background, age or disability – and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is committed to being an Equal Opportunity Employer. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants from the armed forces community (current and past) an interview if they meet the minimum requirements for the role.

Information for Recruitment Agencies

We always prefer to recruit candidates direct to our business and first, and foremost believe in promoting talent from within whenever possible.

We do not accept speculative approaches including CVs and candidate profiles sent direct to Managers, by receipt of any such email or correspondence, we do not agree to terms and conditions. Any speculative CVs will be considered our own and we will not pay any agency fees.

We have a PSL and those on this will have access to our portal to accept CVs. Should you want to be considered for our PSL, please [e-mail]