Customer Support Advisors

TN United Kingdom; Winsford; On-site; GBP 25,000 - 27,000; Full time

Job summary

An established industry player is looking for two Customer Support Advisors to enhance their central support team. This role is crucial for maintaining customer satisfaction and operational efficiency. The ideal candidates will excel in multitasking and possess a strong customer service background. Responsibilities include managing customer orders in SAP, responding to queries, and collaborating with the sales team. This is a fantastic opportunity to join a dynamic environment where your contributions will directly impact customer experiences. If you're passionate about providing excellent support, this role is perfect for you.

Qualifications

• Experience in a customer-facing role is essential.
• Ability to handle high volumes of customer interactions effectively.

Responsibilities

• Manage customer orders, quotations, and complaints via multiple channels.
• Ensure customer satisfaction through prompt responses and accurate order processing.

Skills

Multitasking

Customer Service

Telephone Communication

SAP

Education

Customer Service Experience

Scientific Background

Tools

SAP

Job description

Overview

Reference: 446907

Salary: £25,000 - £27,000/annum

Job Location: United Kingdom - England - East of England - Cambridgeshire - Over

Job Type: Permanent

Posted: Wednesday, April 16, 2025

We are seeking two Customer Support Advisors to join our client's team on the outskirts of Cambridge. One position is permanent and full-time; the other is a full-time 12-month FTC for maternity cover, with potential for permanency due to growth.

This role is part of the central customer support team, which is vital to the business. It requires someone who can multitask, handle high volumes efficiently and accurately, and deliver excellent customer care consistently.

The role involves managing customer orders, quotations, queries, and complaints via telephone, email, and online chat. The goal is to address all customer needs promptly to ensure satisfaction and operational efficiency.

Objectives include:

• Processing all orders accurately in SAP on the same day
• Completing all quote requests for Export and Service as required
• Responding quickly to web chats
• Dealing with queries and complaints on the same day they arrive

Key Tasks include:

• Monitoring the Ticketing System as per rota
• Administering customer orders in SAP, ensuring accuracy (correct parts, quantities, accounts, prices)
• Understanding implications of claim backs or VAT exemptions
• Chasing payments for unapproved orders
• Sending pro-forma invoices for payment
• Logging customer queries and complaints in SAP
• Chasing deliveries from suppliers
• Coordinating with freight forwarders for delivery confirmation
• Supporting the field sales team as needed
• Assisting customers in finding the right products or services
• Managing service maintenance contracts
• Creating supplier purchase orders
• Collaborating on projects with the Sales and Service Director
• Developing process guides for customer support tasks
• Facilitating export orders from receipt to dispatch

Knowledge, Experience, and Abilities:

• Ability to multitask effectively
• Excellent telephone manner
• Customer service experience in any customer-facing environment
• Team player and self-motivated
• Scientific background is advantageous but not essential

Working hours are Monday to Friday, 37.5 hours per week, between 08:30 and 17:30.