Answer calls in a timely and appropriate manner

Escalate technical questions to the Technical Support Specialist team as appropriate

Process telephone orders directly into the ERP system accurately, and give verbal feedback on stock availability to the caller

Inputting orders received by e-mail, via the or as passed to them and responding to customers as required

Processing, amending information as required, and releasing web orders to warehouse

Inputting key account orders as requested

Following up courier issues as raised, logging failures in the correct location

Using information provided by the Warehouse Manager, confirming requirements of customers for items on Back Order by telephone or email, once these are received into stock. Cancel order or release back order for picking as appropriate.

Correctly recording complaints received regarding service, including end to end order process errors and following up, referring product fault complaints to the Technical Support team.

Issuing returns forms and returns numbers to customers as required

Administration tasks as required, including use of Excel spreadsheets to record date

Experience:  Ideally candidates will have experience in a highly commercial customer service department within a sales focused organisation. 

Education:  Ideally educated to GCSE or equivalent.

Specialised Knowledge and Skills:  Excellent verbal and written skills.

Other:  Be fully adept with Microsoft office applications and familiar with in house bespoke systems and/or Sage. Excellent interpersonal and communication skills.