Customer Service Advisor

Job title	Customer service advisor
Reports to	Head of Customer
Location	Peachman Way, Broadland Business Park, Norwich, NR7 0WF
Working hours	40 hours per week, 8.45am to 5.15pm

What you'll be doing - the overview
As Customer Service Advisor, you’ll provide excellent service to trade customers and consumers alike. Managing consumer queries through to resolution across all direct-to-consumer channels, you’ll also be responsible for managing customer sales orders for designated accounts as well as for ad-hoc customers. You’ll also be able to look at our current processes and identify cross-functional opportunities for streamlining those processes to create real business improvement. We’ll also want you to increase company revenue through proactive selling. Who we’re looking for Children are innovative, creative, and always on the move. They’re constantly growing and exploring new ways of doing things – the same can be said for Start-Rite Shoes. This is an exciting opportunity for a motivated and ambitious individual to join our Customer Service team and make a real impact in a fast-paced environment. To join our Start-Rite family in this role, you’ll need to have excellent communication skills – that’s both verbal and written. The ability to work under pressure as part of a great team is also key and not forgetting that exemplary customer service is a must!
What you'll be doing - the detail
• 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, dispatches, invoices and returns • Maximising sales opportunities by identifying alternative products • Sales order maintenance e.g., cancelling orders and stock control measures • 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

What you'll be doing - the overview

As Customer Service Advisor, you’ll provide excellent service to trade customers and consumers alike. Managing consumer queries through to resolution across all direct-to-consumer channels, you’ll also be responsible for managing customer sales orders for designated accounts as well as for ad-hoc customers. You’ll also be able to look at our current processes and identify cross-functional opportunities for streamlining those processes to create real business improvement. We’ll also want you to increase company revenue through proactive selling.

Who we’re looking for
Children are innovative, creative, and always on the move. They’re constantly growing and exploring new ways of doing things – the same can be said for Start-Rite Shoes.

This is an exciting opportunity for a motivated and ambitious individual to join our Customer Service team and make a real impact in a fast-paced environment. To join our Start-Rite family in this role, you’ll need to have excellent communication skills – that’s both verbal and written. The ability to work under pressure as part of a great team is also key and not forgetting that exemplary customer service is a must!

What you'll be doing - the detail

• 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, dispatches, invoices and returns
• Maximising sales opportunities by identifying alternative products
• Sales order maintenance e.g., cancelling orders and stock control measures
• 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

What you need
• Excellent people and communication skills (verbal and written) • Team player, honest and reliable with strong listening skills • Ability to work under pressure and manage deadlines • 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

What you need

• Excellent people and communication skills (verbal and written)
• Team player, honest and reliable with strong listening skills
• Ability to work under pressure and manage deadlines
• 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

How do I become part of the team?
If you think that the above describes you, all you need to do is send your CV and a covering letter to Donna.Squire@startriteshoes.com and then we’ll be in touch if we like what we see!