Customer Service Advisor
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Job Location:
Birmingham - UK
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
As a key member of the Customer ServiceTeam in EMEA. The Customer Service Advisor is the first point of contact for customers responsible for delivering outstanding service and building positive long-lasting relationships.
This role focuses on understanding customer needs resolving issues efficiently and ensuring every interaction reflects the companys values and commitment to excellence.
We strive to be pro-active and pride ourselves on going beyond our customers expectations by managing their orders through to fulfilment whilst being a true voice of our customers internally within the business.
Key Accountabilities
Customer 1st
- Own the Customers Experience together with the team
- Input manage and monitor sales orders/quotations for the region in a professional and empathetic manner
- Order management - Review the order book and customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production warehouse and despatch purposes
- Maintain detailed and up-to-date customer records of call/sales activity including CRM and JDE to provide accurate call reports and information
- Providing accurate information about products services pricing and policies as required
- Providing a 1st class customer experience to our customers via the phone email chat or in person focusing on closing the deal and generating future sales opportunities to improve customer satisfaction and loyalty
- Collaborate with internal teams to improve processes and customer satisfaction
- Be the VOC (voice of the customer)
People 1st
- Pro-actively managing and resolving all customer enquiries as per the set SLAs to meet or exceed service quality response time and customer satisfaction targets
- Build and maintain strong working relationships with internal and external customers going above and beyond to provide a first class service to be proud of
- Understand our customers and products to be able to expertly talk about how Interface can help them
- Look for opportunities on calls to educate customers about other products they may not be aware of with a view to cross sell where possible.
- Ensure that all necessary services are provided in the specification process for optimum support of the Account Manager and align with the internal stakeholders to ensure customer satisfaction
- Build strong relationships with colleagues internationally for the best customer outcome ONE TEAM MINDSET
Process
- Processing all requests as per the specified standards whilst looking for ways to improve how we work identification of continuous improvement ideas.
- Ordering and managing samples through to despatch follow up where
Tools
- Accurately use all systems such as JD Edwards Salesforce and Microsoft Office applications
Knowledge and Skills
Experience of working in a high performing team
Minimum of 5 years experience in Customer Care Customer Service Business Administration Account Management or similar role.
Essential
Experience of working in a customer service business administration environment
Excellent communicator both verbally and written
Ability to handle multiple tasks at the same time Experience of working on an ERP system Experience of working in a team environment
Experience of working at different levels within an organisation Able to work well under pressure
Be tenacious and take ownership from beginning to completion
Required Experience:
Unclear Seniority
Key Skills
- Sales Experience
- Time Management
- Order Management System
- Customer Service
- Dealership Experience
- GM Vehicles
- Retail Sales
- Tire Service
- Automotive Repair
- OSHA
- Service Writing
- Automotive Service
About Company
Interface sets the standard for design, sustainability and performance in commercial carpet tile and hard surface flooring, including LVT and nora rubber flooring.
