Customer Service Agent

Responsibilities

• Accurately process and manage a high volume of customer orders, with a particular focus on free-of-charge (FOC) and single-line orders.
• Monitor order queues and prioritise workload to meet agreed service levels and processing targets.
• Deal directly with customers either by telephone, electronically or face to face
• Manage all customer orders as per the internal SOP's and customer vendor compliance
• Handle and respond efficiently to all general and order specific customer enquiries
• Provide pricing and delivery information
• Obtain and evaluate all relevant information to handle product and service enquiries
• Organise workflow to meet customer timeframes
• Log details of enquiries, comments and complaints and details of actions taken
• Provide feedback on the efficiency of the customer service process and areas of improvement
• Communicate and coordinate with internal and third-party stake holders to include Sales, Planning, Logistics and After Sales Support
• Carry out other ad-hoc duties as required from time to time
• Skills Required:
• Previous experience within a B2B Customer Service position is essential
• Strong order processing and data entry experience
• Highly detail-orientated and comfortable working in a process driven environment where accuracy and efficiency are critical.
• Knowledge of CRM systems
• A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written
• Outstanding verbal communication skills and with experience of dealing with challenging customer complaints
• Strong data entry, typing and analytical skills
• Professional and empathic approach to resolving issues
• Strong Ms Office Skills
• Excellent time management and goal orientated focus
• SAP knowledge is preferable

Additional Information

Join a fast-moving Customer Services team where accuracy, pace, and teamwork truly matter. We're looking for a highly organised Customer Services Agent to step into a 3 month fixed-term contract and make an immediate impact within our busy B2B environment. If you thrive on handling high volumes, enjoy working with data, and take pride in getting every detail right, this is your chance to play a vital role, within a great team! This role is primarily focused on the accurate processing and administration of customer orders within SAP and associated systems including Sales Force. The successful candidate will be responsible for managing a high volume of order transactions, including free-of-charge (FOC) orders and single-line orders, ensuring all data is entered accurately and processed in line with internal procedures and customer requirements.

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Company Intel

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