Customer Service Advisor - Trade

AWD online; West Town; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

On-site car park

Pension scheme

Monthly company events

Employee discounts

25 days holiday plus Bank Holidays

Bupa Employee Assistance Programme

Job summary

AWD online is seeking a Customer Service Advisor to support Trade customers, focusing on post-order enquiries and service.

You will own enquiries from initial contact to resolution, coordinating with internal teams, and keeping customers informed to support Trade Account Managers in focusing on sales and revenue.

The role involves handling returns, delivering accurate updates, and contributing to process improvements to ensure a consistently excellent customer experience.

Qualifications

• Previous experience in customer service or trade support preferred but not essential.
• Strong customer focus and excellent written and verbal communication.
• Highly organised with ability to manage enquiries, deadlines, service levels, targets and KPIs.
• Confident taking ownership of customer enquiries from initial contact through to resolution.
• Proactive problem-solving with strong attention to detail and accuracy in records, data entry and documentation.
• Collaborative team approach across departments; comfortable with office tools and CRM.

Responsibilities

• Provide Trade Customer Support: Deliver dedicated customer-service support to Trade customers and the Trade Team
• Manage Post-Order Enquiries: Take ownership of enquiries from initial contact through to resolution, ensuring customers know what is happening
• Respond to Customers: Reply professionally, accurately and promptly to customer enquiries by phone, email and other channels
• Coordinate Customer Returns: Process returns, including required documentation and internal communication
• Investigate Order Issues: Look into incorrect, missing or incomplete orders, damaged products and other order discrepancies
• Resolve Delivery Enquiries: Investigate delayed, missing or damaged deliveries and liaise with couriers and internal teams
• Provide Proactive Updates: Keep customers informed so they do not have to repeatedly chase for information
• Maintain Accurate Records: Update customer and case records, including actions taken and follow-up dates in CRM
• Share Key Information: Ensure important information is visible to colleagues
• Escalate Sensitive Issues: Escalate commercially sensitive issues appropriately
• Identify Recurring Trends: Record reasons for returns and delivery problems and feed back to Line Manager
• Support Process Improvement: Contribute ideas to identify root causes and prevent recurring problems

Skills

Customer service

CRM experience

Microsoft Office

Communication skills

Team collaboration

Tools

CRM software

Excel

Job description

Customer Service Advisor - Trade

An organised, proactive and customer-focused person with strong communication, administration and problem-solving skills is required for a well-established and growing manufacturing, design and retail company based in Par, Cornwall.

If you’ve also worked in the following roles, we’d also like to hear from you: Customer Support Advisor, Customer Service Assistant, Customer Service Representative, Customer Care Advisor, Client Services Advisor, Customer Service Administrator, Helpdesk Advisor, Order Support Administrator, Trade Support Advisor

SALARY:

£28,000 per annum + Benefits

LOCATION:

Par, Cornwall, South West England - 100% office-based role

JOB TYPE:

Full-Time, Permanent

WORKING HOURS:

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

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor to provide dedicated support to Trade customers, with particular responsibility for post-order enquiries and service.

As the Customer Service Advisor, you will take ownership of customer enquiries from initial contact through to resolution, coordinating with internal teams, keeping customers informed and ensuring agreed actions are followed through. This support helps Trade Account Managers remain focused on proactive sales, account development and revenue-generating activity.

The Customer Service Advisor will handle returns, incorrect or incomplete orders, damaged products, delivery enquiries and other post-order investigations. Full product training will be provided, and you will play an important part in identifying recurring issues and helping improve processes so customers receive a consistently excellent experience.

DUTIES

Your duties as the Customer Service Advisor include:

• Provide Trade Customer Support: Deliver dedicated customer-service support to Trade customers and the Trade Team

• Manage Post-Order Enquiries: Take ownership of appropriate enquiries from initial contact through to resolution, ensuring customers know what is happening and when to expect an update

• Respond to Customers: Reply professionally, accurately and promptly to customer enquiries by phone, email and other agreed channels

• Coordinate Customer Returns: Process returns, including required documentation and internal communication

• Investigate Order Issues: Look into incorrect, missing or incomplete orders, damaged products and other order discrepancies, ensuring corrective action is completed

• Resolve Delivery Enquiries: Investigate delayed, missing or damaged deliveries and liaise with Customer Fulfilment, couriers, logistics providers and internal teams

• Provide Proactive Updates: Keep customers informed so they do not have to repeatedly chase for information

• Maintain Accurate Records: Update customer and case records, including actions taken, follow-up dates and relevant communication within CRM and other agreed systems

• Share Key Information: Ensure important information is visible to relevant colleagues and is not reliant on individual inboxes or memory

• Escalate Sensitive Issues: Escalate commercially sensitive, relationship-critical or retention-risk matters appropriately while supporting a joined-up customer response

• Identify Recurring Trends: Record reasons for returns, replacements, delivery problems and order errors, feeding patterns back to the Line Manager

• Support Process Improvement: Contribute ideas to help identify root causes and prevent recurring problems

CANDIDATE REQUIREMENTS

• Previous experience in customer service, Trade support, order support or a similar administrative or customer-facing role would be preferred, but is not essential

• Strong customer focus, with excellent written and verbal communication skills

• Highly organised, with the ability to manage enquiries, follow-ups, priorities, deadlines, service levels, targets and KPIs

• Confident taking ownership of customer enquiries from initial contact through to resolution

• Proactive problem-solving skills, with strong attention to detail and accuracy in records, data entry and documentation

• Collaborative team approach, with the ability to work effectively across departments

• Comfortable using Microsoft Office, Outlook, Excel, Word and Teams, with previous CRM experience desirable

• Confident speaking with customers on the telephone and handling challenging or sensitive situations professionally

• Positive, professional and willing to undertake product, systems and service training provided by the company

BENEFITS

• Growing successful young company that listens to employees

• Friendly team environment

• Large on-site car park

• 25 days holiday plus Bank Holidays

• Pension scheme

• Monthly company events

• Employee discounts

• Quarterly bonus scheme linked to performance

• Bupa Employee Assistance Programme