Customer Service Advisor - Beaverswood

IWS Group; Hulland Ward CP; On-site; GBP 26,000 - 28,000; Full time

Job summary

IWS Group is looking for a Customer Service Advisor to join their dynamic team. The role involves processing customer orders, addressing inquiries, and ensuring excellent service delivery. Candidates should have customer service experience and be proficient in CRM and ERP systems. Join a family of companies committed to workplace safety and efficiency in an entrepreneurial environment.

Benefits

25 days holiday

Health Care Cash Plan from day one

Sick pay

Employee Assistance Programme

Group Life Assurance after 5 years

Retailer discount scheme

Qualifications

• Experience in customer service in a B2B environment is ideal.
• Technologically savvy with knowledge of CRM and ERP systems.
• Excellent written and verbal communication skills.

Responsibilities

• Process customer orders promptly and accurately.
• Respond to customer inquiries and resolve order queries.
• Maintain and update accurate customer records.

Skills

Problem-solving

Communication

Numeracy

Attention to detail

Tools

CRM systems

ERP systems

Excel

Word

Job description

IWS Group is a fast-growing family of specialist industrial product owners and service companies, each of which is a market leader in its niche. The Group’s range of products and solutions covers workplace safety, impact protection, racking & shelving, recycling, 5S, and visual communications, primarily serving the warehousing, logistics, and material handling industry, with full turnkey services and a network of distributors across Europe and beyond.

Beaverswood Ltd.

Based in Wokingham, Beaverswood manufactures innovative products that make the workplace smarter with a range of visual management products suitable for lean manufacturing and 5S—or any workplace that needs to be safe, productive, and organized.

The product range includes ticketing and labeling for warehouses and industrial settings; document display and waste segregation; specialist impact protection, racking protection, and warehouse safety products. The range is supported with market expertise, marketing, promotional, reseller resources, and aftersales support.

Beaverswood offers an entrepreneurial environment with short lines of communication and decision-making. This role operates within a growing group of companies with a strong people culture.

Position:

Beaverswood is looking to recruit a Customer Service Advisor to process and dispatch customer orders, respond to customer inquiries promptly, and utilize customer service skills. Working within our customer service team and closely with the sales team, you will need to be a strong team player with a ‘can do’ and positive attitude.

The Customer Service Advisor will be responsible for managing sales orders, answering pricing requests, and resolving order queries. The role requires a solution-based approach to satisfy customer requirements and generate profitable sales.

Responsibilities:

1. Process customer orders promptly and accurately.
2. Proactively contact customers to clarify or resolve issues related to their orders.
3. Maintain and update accurate customer records in the database.
4. Respond to customer pricing requests professionally and timely.
5. Liaise with suppliers for pricing and availability of non-stock items.
6. Generate and track purchase orders for non-inventory products, ensuring timely delivery and communication.
7. Prepare export documentation in accordance with international shipping and compliance regulations.
8. Collaborate with the external sales team to manage and fulfill customer requests.
9. Deliver exceptional customer service by responding to inquiries, complaints, and concerns quickly and professionally.
10. Contribute to process improvements to enhance customer experience and operational efficiency.

Known Challenges:

1. Understanding the company and industry challenges from internal and external factors.
2. Prioritizing tasks and managing daily workload effectively.
3. Being results-oriented and accountable to KPIs.
4. Handling fluctuating lead times for quotations and order processing.

Success Management:

1. Build and maintain effective customer relationships.
2. Report on order, quote, and query volumes weekly/monthly.
3. Meet or exceed customer expectations for information delivery.
4. Maintain auditable documentation trails.
5. Engage with the sales team to ensure timely completion of quotations, orders, and responses.
6. Demonstrate continuous improvement.

Requirements:

1. Experience in customer service, ideally in a B2B environment.
2. Technologically savvy.
3. Experience with CRM and ERP systems.
4. Proven experience in customer service or quoting roles.
5. Problem-solving skills with initiative.
6. Good numeracy skills.
7. Excellent written and verbal communication skills.
8. Proficiency in Excel and Word.
9. Ability to prioritize, develop work schedules, and influence others.
10. Knowledge of the industry, reseller/dealer channels, and export shipments is advantageous.

Aptitudes/Attributes:

1. Self-motivated, resourceful, and results-oriented.
2. Attention to detail and ability to visualize the customer journey.
3. Ability to identify upsell and cross-sell opportunities.
4. Ability to articulate technical information to varied audiences.
5. Skilled at building relationships and welcoming feedback.
6. Analytical, diligent, persistent, and balanced.
7. Capable of working under deadlines and managing multiple tasks efficiently.

Other information:

• Part of the growing IWS Group, with ongoing investments in people and systems.
• 38.75 hours per week, Monday to Friday.
• Salary: £26k - £28k per annum.
• 25 days holiday, with service increments.
• Health Care Cash Plan from day one.
• Sick pay, Employee Assistance Programme, Group Life Assurance after 5 years, and retailer discount scheme.