Customer Service Representative Hemel Hempstead, England
Job description
Job Description: Wholesale Trade Customer Service Representative – Hemel Hempstead
Company Overview
They are a prestigious British company that specializes in manufacturing and distributing top-quality hairbrushes and combs. With a rich heritage dating back to 1777, the company is renowned for its craftsmanship, attention to detail, and use of premium materials. Proud holder of the Royal Warrant to her late Majesty the Queen, an honour held for the last 9 royal reigns, Kent Brushes offers a wide range of products for women, men, and children, catering to various hair types and styling needs. Their brushes are known for their durability and effectiveness, and the company has a global presence, exporting to over 50 countries.
Position Overview:
They are seeking a highly motivated and customer-focused individual to join their team as a UK Trade Customer Service Representative. In this role, you will be responsible for providing exceptional customer service and support to the UK Trade Sales Manager and our wholesale trade customers. Your primary objective will be to ensure customer satisfaction by addressing inquiries, resolving issues, and building strong relationships. This position requires excellent communication skills, attention to detail, and the ability to work effectively in a fast-paced wholesale trade environment.
Key Responsibilities:
Sales
· Customer Support: Respond promptly and professionally to customer inquiries via phone, email, or other communication channels. Provide accurate information about products, pricing, availability, and order status. Assist customers in placing orders, tracking shipments, and resolving any issues or concerns they may have.
· Order Processing: Process wholesale trade orders accurately and efficiently, ensuring all details are recorded correctly. Collaborate with internal teams, such as sales, warehouse, and logistics, to ensure smooth order fulfilment and timely delivery. Maintain documentation and records related to customer orders, returns, and exchanges.
· Relationship Management: Build and maintain strong relationships with wholesale trade customers by understanding their needs, preferences, and business requirements. Proactively engage with customers to identify opportunities for upselling, cross-selling, or suggesting product alternatives. Provide personalized support and recommendations to enhance customer satisfaction and loyalty.
· Issue Resolution: Investigate and resolve customer complaints, problems, or discrepancies promptly and effectively. Collaborate with relevant departments to address customer concerns and ensure a satisfactory resolution. Follow up with customers to ensure their issues have been resolved to their satisfaction.
· Product Knowledge: Develop a comprehensive understanding of the company's product offerings, features, and benefits. Stay up-to-date with product updates, industry trends, and market dynamics to provide accurate and informed responses to customer inquiries. Act as a product expert and provide recommendations or guidance to customers based on their specific needs.
· Order Management System: Utilize the company's order management system to process orders, track shipments, and maintain customer records. Ensure data accuracy and integrity in the system and generate reports or analytics as required.
· Continuous Improvement: Identify opportunities for process improvement, efficiency gains, or customer service enhancements. Provide feedback to management on customer preferences, market trends, or competitor activities. Collaborate with internal teams to implement changes or initiatives aimed at improving the customer experience.
Financial
· Cash Posting and Reconciliation: Receive and process customer payments, ensuring accurate posting of cash transactions. Reconcile incoming payments with customer accounts, invoices, and statements. Investigate and resolve any discrepancies or payment-related issues. Maintain accurate records of cash transactions and update customer accounts accordingly.
· Statement Reconciliation: Reconcile wholesale trade statements received from suppliers or vendors with internal records. Identify and resolve discrepancies or discrepancies in a timely manner. Collaborate with internal teams to investigate and rectify any discrepancies, such as missing invoices, pricing errors, or quantity variances. Ensure accurate and up-to-date financial records.
· Credit Control: Monitor customer credit limits, payment terms, and aging accounts receivable. Identify overdue accounts and proactively contact customers for payment reminders or payment plan arrangements. Collaborate with the sales team to address credit concerns and implement credit control measures. Escalate credit issues to management when necessary and maintain regular communication with customers to resolve outstanding payment matters.
· Customer Account Maintenance: Maintain accurate and up-to-date customer account information in the company's systems. Update customer records with payment terms, credit limits, and contact details. Ensure customer account information is secure and adheres to data protection regulations. Collaborate with the sales and finance teams to address account-related queries or changes.
· Reporting and Documentation: Prepare reports and analyze data related to cash posting, statement reconciliation, and credit control. Provide regular updates and insights to management on customer payment trends, aging accounts, and potential credit risks. Maintain accurate documentation of financial transactions, customer interactions, and credit control activities.
· Process Improvement: Continuously seek opportunities to improve cash posting, reconciliation, and credit control processes. Identify areas for automation, system enhancements, or procedural improvements to streamline workflows and increase efficiency. Collaborate with cross-functional teams to implement process improvements and contribute ideas for enhancing financial operations.
· Commission Statement Distribution: Prepare and distribute commission statements to agents or sales representatives in a timely manner. Calculate commissions based on predefined commission structures or agreements. Ensure accuracy and completeness of commission statements, including supporting documentation or explanations. Address inquiries or discrepancies related to commission statements and provide timely resolutions.
Qualifications and Skills:
· Proven experience in customer service or related roles, preferably in a wholesale trade environment.
· Excellent verbal and written communication skills, with the ability to convey information clearly, professionally, and courteously.
· -Strong problem-solving and conflict resolution abilities.
· -Proficient computer skills, including experience with order management systems, CRM software, and Microsoft Office Suite.
· Detail-oriented with the ability to multitask and prioritize tasks effectively.
· Enthusiastic and ambitious with a demonstrated ability to work collaboratively in a team-oriented environment.
· Knowledge of wholesale trade practices, customer service principles, and best practices.
· Familiarity with the products and services offered in the wholesale trade industry is a plus.
If you are passionate about delivering exceptional customer service, have excellent interpersonal skills, and thrive in a dynamic wholesale trade environment, we encourage you to apply for the Wholesale Trade Customer Service Representative position. Join our team and contribute to our commitment to providing unparalleled support to our valued wholesale trade customers.
Job Types: Full-time, Permanent
Work Location: In person
