Customer Service Advisor

Brellis Recruitment Ltd; Warwick; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday

Hybrid work (1 day from home)

Job summary

Brellis Recruitment Ltd is recruiting for a Customer Service Advisor to join a well-known international manufacturer in Warwick. You will join a close-knit customer care team, managing your own accounts and delivering proactive service to trade customers.

The role is not scripted; you will handle a range of queries from spare parts to deliveries and warranty issues, building real relationships with customers while using SAP and internal systems.

Qualifications

• Solid office-based B2B customer service experience.
• Experience with SAP or similar ERP/order processing system.
• Strong written and verbal communication; able to multitask.

Responsibilities

• Handle customer service calls, emails and tickets, with live chat.
• Help customers identify products, codes and spare parts.
• Own accounts, process orders accurately on SAP and update customers.
• Address availability, pricing and delivery queries.
• First-line support for warranty, quality and spares; escalate complex cases.
• Provide product information and maintain accurate customer records.
• Collaborate with internal teams and external partners to close investigations.
• Suggest improvements to the customer service process.

Skills

SAP experience

Trade/customer support

B2B service

Communication skills

Education

GCSEs or equivalent

Tools

SAP ERP

Job description

Customer Service Advisor (Customer Care) | Warwick

The headlines

• A salary well above the usual for a customer service role, plus annual bonus
• 25 days holiday plus bank holidays, with the option to buy and sell
• One day a week from home once fully trained
• 37.5 hour week with an early finish on Fridays
• Pension and company share scheme

About our client

Our client is a well known international manufacturer with a premium brand and a long established reputation for quality. They supply trade and business customers across the UK, and their UK head office in Warwick is looking for a Customer Service Advisor to join a settled, close knit customer care team where people tend to stay.

Why this role is different

This is not a scripted call centre job. As a Customer Service Advisor you will be the person customers rely on to get things sorted, with the systems, training and support to do it properly.

No two days are the same. One call might be a trade customer tracking down the right spare part, the next a distributor chasing an urgent delivery, and the next a warranty query that needs some detective work. You will look after your own accounts, so you will get to know your customers and build real relationships rather than working through a faceless queue.

Product knowledge comes with time and support from the team. What matters is strong customer service experience, a curious mind and a genuine enjoyment of solving problems.

What you’ll be doing

• Handling customer service calls, emails and tickets, with live chat on the way
• Helping customers identify products, product codes, spare parts and compatibility
• Owning your own accounts, processing orders accurately on SAP and keeping customers updated through to delivery
• Dealing with queries on availability, pricing and deliveries
• Being the first line of support for warranty, quality and spares queries, resolving them first time where you can and escalating complex cases to the Customer Care Team Leader
• Sending out product information, completing product registrations and keeping customer records accurate
• Working with internal teams and external partners to close investigations quickly
• Putting forward ideas to improve the customer service process

What we’re looking for

• Solid office based customer service experience, such as B2B, order processing, trade counter, aftersales or contact centre
• SAP experience is a big plus, and a similar ERP or order processing system will be considered
• Confident on the phone and clear and professional in writingComfortable juggling several queries at once
• Good with Excel, Word and Outlook, and quick to pick up new systems
• Dependable and committed, someone the team can count on
• A good standard of education, such as GCSEs or equivalent

Location

Warwick, easy to reach from Leamington Spa, Kenilworth, Coventry, Stratford upon Avon, Southam, Rugby and Banbury, with quick access to the M40.

The full benefits package

• Excellent salary for a customer service role
• Annual bonus
• 25 days holiday plus bank holidays
• Ability to buy and sell holiday
• One day per week working from home once fully trained
• 37.5 hour week with an early finish on Fridays
• Pension scheme
• Company share scheme
• Staff discount on company products
• Rewards and discounts portal
• Wellbeing programme with a dedicated yearly wellbeing calendar
• Mental health support advisers
• Long service awards
• Rated Outstanding by Best Companies

Why apply through Brellis

We work closely with our client’s customer care team, so we can tell you exactly what the role involves, who you will be working with and what the interview process looks like before you go in.

If you are a Customer Service Advisor, Customer Care Advisor or Customer Service Coordinator looking for a long term role with a respected international brand.