Senior Customer Service Advisor

BG Automotive Ltd; Swindon; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Advisor to enhance customer satisfaction and support business growth. This role involves managing customer inquiries, processing orders, and collaborating with various departments to maximize brand distribution. The ideal candidate will bring over five years of customer service experience, strong communication skills, and proficiency in tools like MS Excel and CRM systems. Join a dynamic team where your contributions will directly impact customer relationships and business success, all while enjoying a supportive work environment that values learning and development.

Qualifications

• 5+ years of experience in a Customer Service role.
• Proficient in MS Excel for reporting and CRM systems.

Responsibilities

• Assist with incoming calls and manage customer accounts.
• Work closely with Sales Teams for accurate forecasting and reporting.

Skills

Problem Solving

Multitasking

Customer Communication

Sales Skills

Reporting Skills

Tools

MS Excel

CRM System

Smartsheet

Power BI

Outlook

Word

Job description

BGA are looking for a talented individual to develop and provide excellent service to new and current customers. The Senior Customer Service Advisor will be responsible for working with all areas of the business to maximise the distribution of the BGA brand, while also covering the Customer Services Manager when required. The successful candidate must possess a hands-on attitude regarding problem solving, be a good multitasker, and have a willingness to learn at speed.

Key Responsibilities:

1. Assist with answering all incoming telephone calls in a professional and competent manner over busy periods.
2. Make outgoing calls to customers regarding queries.
3. Respond to internal and external enquiries via email and phone in a timely manner.
4. Input UK and Export orders via email, over the phone, and our electronic ordering system.
5. Manage and update customer accounts including new accounts in our internal and WMS system.
6. Manage the DPD dashboard daily.
7. Work closely with UK and Export Sales, Product Management, and Marketing to maximize the distribution of the BGA brand.
8. Keep the CRM and Smartsheet updated and work with reports on Power BI.

Supporting the Customer Service Manager with any other duties & managing their workload while on vacation, these responsibilities will include:

1. Work closely with the UK and Export Sales Teams to produce accurate monthly forecasting vs budget for reporting purposes.
2. Monitor and adjust the forecast throughout the month to keep the Sales Team updated on monthly goals.
3. Deal with Export documentation for shipping & customs clearance.
4. Develop strong business relationships with new and existing accounts to ensure a successful trading future in the local market.
5. Follow up on actions from meetings with potential customers and follow up internally on the information.
6. Update and follow up tasks in the CRM.
7. Work with the warehouse to ensure any stock discrepancies are dealt with in our internal systems and customers notified.
8. Ensure any special terms agreed by the Sales Team are updated for invoicing purposes.
9. Manage in-house account special orders.

Essential Experience:

1. Experienced in using MS Excel for reporting.
2. Experience in Outlook and Word.
3. At least 5 plus years’ experience in a Customer Service role.
4. Experience and confidence to communicate with customers & prospects over the phone.
5. Confidence to obtain information and sell to customers & prospects.
6. Experience in using a CRM system, Smartsheet, and Power BI.
7. Experience in communicating with Director Level Management.

Desirable:

1. Multilingual Skills.