• WISHLIST

Customer Services Advisor

JOB TITLE

Customer Services Advisor

DEPARTMENT & TEAM

Customer Service

LOCATION

Peachman Way, Norwich Office

WORKING HOURS

Full time 40 hours per week

OVERALL PURPOSE OF JOB
  • Provide service excellence to trade customers and consumers alike
  • Managing consumer queries through to resolution across all direct-to-consumer channels
  • Managing customer sales orders, both ad-hoc and designated accounts
  • Identifying cross-functional opportunities for streamlined process and business improvement
  • Increase company revenue through proactive selling
IDEAL CANDIDATE PROFILE
  • Excellent communication skills, both verbal and written
  • Team player, able to work under pressure whilst maintaining professionalism at all times
  • Adherence to deadlines and personal discipline
KEY REQUIREMENTS
  • Answering customer/consumer queries across all mediums (phone/e-mail/on-line chat)
  • Communicating with colleagues across the business to promote best practice
  • Co-ordinating cross functional opportunities for business improvement
  • Using in-house IT systems to manage ordering, reservations, despatches, invoices and returns
  • Maximising sales opportunities by identifying alternative products
  • Sales order maintenance e.g. cancelling orders and stock control measures
  • Manage our Automatic Stock Control system for customers through pattern amends and movements, store stock levels, stock takes, unworn returns etc
  • Highlight possible stock shortages and liaise with planning dept on delivery dates
  • Understanding and dedicated support to Key accounts
  • Confident use of websites (.com and retailer zone)
  • Resolving queries with our delivery partner- tracking orders and resolving queries
KNOWLEDGE, EXPERIENCE AND SKILLS

Excellent people and communication skills (verbal and written)

Team player, honest and reliable with strong listening skills

Ability to work under pressure and manage stress

Calm when dealing with difficult customer situations

Proficient at multi-tasking and problem solving

Driven to meet targets and commercially aware

Comfortable with taking the initiative

Open to flexible working patterns and adaptable to change

Able to demonstrate a high degree of attention to detail and accuracy

Ability to establish a rapport with customers, consumers and external businesses

Knowledge and confidence to sell our product ranges

Proficient in Microsoft Office

Minimum 5 “good” GCSEs/equivalent including English and Mathematics

APPLICATION DETAILS

A full job description is available on request.

Please submit all applications by email with a copy of your CV to Donna.Squire@startriteshoes.com

Closing date for applications is 23rd February 2018.