CUSTOMER EXPERIENCE SPECIALIST - VACANCY

Hours: As agreed, Monday-Friday

Location: Office-based role at Swift360, Venture Park, Selborne Road, Alton, Hampshire, GU34 3HL

Salary: Confidential

Reporting to: Customer Experience Manager

 

Overview

Ownership of a range of customer service activities within the business support division. Responsible for delivering and maintaining the highest quality customer service standards, executing fast and accurate order entry across a range of accounts. In addition, you will represent the company through service excellence on the telephone, communicating information in a polite and timely fashion.

Role and Responsibilities

  • Communicating with customers via telephone or email to process new sales, lead times and delivery information.
  • Proactively contact customers regarding product shortages and confidently offering alternatives.
  • Answer customer enquiries via telephone and email.
  • Responsible for own pipeline of accounts and attending internal Service meetings.
  • Plan, prioritise and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.
  • Work closely with account managers to ensure the customer’s service needs are exceeded and information is communicated to all stakeholders.
  • Achieve monthly sales targets by using product and account knowledge to upsell and suggest alternative merchandise during a call or in writing.
  • Data entry of customer orders, in addition to confirming orders placed automatically through the online ordering system.
  • Responsible for order follow-up and returns process.
  • Communicate lead times on backorders to customers and/or Account Managers.
  • Collaborate with all departments to ensure orders are pushed through from start to finish on time to manage expectations.
  • Maintain accurate CRM records and online catalogues, working closely with the sale team to ensure opportunities are captured and handed over for follow-up.
  • Assisting the Sales team where required including reporting on accounts as requested.
  • Be flexible and supportive to the rest of the team and offer help where needed, especially during peak periods.
  • Anything else within reason requested by the management team.

Key Performance Indicators (KPI's)

  • Meet/exceed call answer time.
  • Customer satisfaction metrics.
  • Meet daily order entry team targets.
  • Updating delivery dates and backorder notes.

How To Apply...

Please send your CV and Covering Letter to Amelia Harvey, Customer Experience Manager: amelia.harvey@swift360.co.uk