Customer Service Executive

Description:

We are looking for a Customer Service Executive to join our friendly in Ipswish. This role is a 12 months fixed term maternity cover.

Role Purpose:

To deliver exceptional, pro-active support to account managers, colleagues and customers to the best of your ability. Overall supporting growth, customer retention and aiding the business to achieve financial targets and goalsTo deliver exceptional, pro-active support to account managers, colleagues and customers to the best of your ability. Overall supporting growth, customer retention and aiding the business to achieve financial targets and goals.

Main responsibilities:

• First point of contact for incoming customer calls
• Supporting all customers with their order progression via telephone/email
• Communication to customers of order status (priority orders, delays etc.)
• Respond to customer queries tickets, updating internal system (Freshdesk)
• Order processing; badge, print and accessories
• Keying and processing of customer names/data lists
• Processing and reallocation of returned parcels
• Free of charge replacement orders
• Handling of customer complaints and investigation for corrective action
• Effectively working alongside the sales team providing support where required
• Credit note processing and reinvoicing where required
• Invoicing adhoc orders on a monthly basis where required
• Quotation and order management of all rush orders
• Login creation and technical support for Selfit Software
• Order amendments/changes i.e.; delivery addresses, quantity, PO numbers
• Supporting with visitor management to the site
• Account management of Interco customers
• Creation of customer sample packs and management of stock
• In depth understanding of online ordering integration systems such as Click2Order (C2O) and Email2Order (E2O)
• Updating and report running using the internal ERP system and internet systems