customer relations Petersfield, England
Job description
This role is primarily based in Petersfield in our brand new Head Office. This is a very busy role, we are looking for confident, organised and eager individuals with previous office based Customer Service experience.
Overview
Ownership of a range of customer service activities within the business support division. Responsible for delivering and maintaining the highest quality customer service standards, executing fast and accurate order entry across a range of accounts. In addition, you will represent the company through service excellence on the telephone, communicating information in a polite and timely fashion.
Role & Responsibilities
- Communicating with customers via telephone or email to process new sales, lead times and delivery information
- Proactively contact customers regarding product shortages and confidently offering alternatives
- Answer customer enquiries via telephone and email
- Responsible for own pipeline of accounts and attending internal Service meetings
- Plan, prioritise and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year
- Work closely with account managers to ensure the customer’s service needs are exceeded and information is communicated to all stakeholders
- Achieve monthly sales targets by using product and account knowledge to upsell and suggest alternative merchandise during a call or in writing
- Data entry of customer orders, in addition to confirming orders placed automatically through the online ordering system
- Responsible for order follow-up and returns process
- Communicate lead times on back orders to customers and/or Account Managers
- Collaborate with all departments to ensure orders are pushed through from start to finish on time to manage expectations
- Maintain accurate CRM records and online catalogues, working closely with the sale team to ensure opportunities are captured and handed over for follow-up
- Assisting the Sales team where required including reporting on accounts as requested
- Be flexible and supportive to the rest of the team and offer help where needed, especially during peak periods
- Anything else within reason requested by the management team
What's in it for you?
- A competitive salary of up to £26K (increasing after your probationary period)
- 10% monthly KPI bonus scheme (last year our current team hit this every single month!)
- 33 days of annual leave (including bank holidays), increasing to 37 after 5 years
- EAP Scheme as well as regular wellbeing events, including monthly YOGA sessions
- Hybrid working, 1 day working from home each week
SMI are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Types: Full-time, Permanent
Salary: £25,000.00-£26,000.00 per year
Benefits:
- Additional leave
- Company events
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
Experience:
- Customer Service: 1 year (preferred)
Work Location: Hybrid remote in Petersfield
