Customer Experience Agent
Tradesupply Wholesale Ltd Bath
Job Title: Customer Experience Agent
Location: Somerset (Hybrid)
Department: Customer Service
Reports To: Customer Service Team Lead
Our 5 core company values:
Tradesupply specialise in the supply of IP safe, high quality, great value aftermarket printing consumables, we are strictly a trade only supplier. We support and grow our customers businesses with our knowledge, vast experience and excellent customer service.
We facilitate our customers orders from our Dublin (Ireland) and Liverpool (UK) fulfilment centre's.
Job Summary:
The Customer Experience Agent is responsible for delivering exceptional service by managing customer enquiries, processing orders, and resolving issues efficiently. This role requires a strong communicator with an eye for detail who can navigate multiple systems and tasks to ensure a seamless customer experience.
Successful applicant desired start date: 18th November 2024
Job Types: Full-time, Permanent
Pay: £23,000.00-£25,000.00 per year
Application deadline: 23/10/2024
Location: Somerset (Hybrid)
Department: Customer Service
Reports To: Customer Service Team Lead
Our 5 core company values:
- Fun
- Ambition
- Teamwork
- Trust
- Excellence
Tradesupply specialise in the supply of IP safe, high quality, great value aftermarket printing consumables, we are strictly a trade only supplier. We support and grow our customers businesses with our knowledge, vast experience and excellent customer service.
We facilitate our customers orders from our Dublin (Ireland) and Liverpool (UK) fulfilment centre's.
Job Summary:
The Customer Experience Agent is responsible for delivering exceptional service by managing customer enquiries, processing orders, and resolving issues efficiently. This role requires a strong communicator with an eye for detail who can navigate multiple systems and tasks to ensure a seamless customer experience.
The ideal candidate will work not just with our customers, but closely with various internal departments to meet service level agreements (SLAs) and maintain customer satisfaction. Having an ability to converse professionally in both written and verbal communications is highly desired.
Key ResponsibilitiesOrder Management:
- Process and release customer orders within our in-house CRM.
- Manage customer order queries and issues.
- Ensuring end of day check of all orders shipping.
Customer Support:
- Answer customer calls and respond to email enquiries regarding orders, returns, shipping issues, and escalations.
- Manage and resolve customer escalations by coordinating with relevant internal teams.
- Assist the sales team with customer-related issues where necessary.
- Achieving department SLA’s and individual KPI’s.
Returns:
- Processing customer returns and credits.
- Communicate with couriers and raise courier claims.
Customer Account Management:
- Maintain up to date customer information within our CRM.
- Manage and update customer mailing lists.
- Add or remove customers from backorder reports and tracking systems.
- Create and manage customer web profiles, ensuring they are accurate and up to date.
- Update customers on product due dates and manage customer expectations.
Administrative Tasks:
- General customer related administration tasks.
- Ensuring synchronisation between internal systems.
- Strong communication skills, both written and verbal.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Attention to detail and problem-solving skills.
- Experience in customer service or order management roles is preferred.
- Familiarity with order processing and customer management systems (e.g., Intact, Mintsoft, Zoho) and EDI knowledge would be an advantage, but not essential as all training will be given.
- Full-time hybrid working position
- Working hours – 37.5 hours per week (Mon-Fri) between 09:00 – 18:00
- Company performance related bonus scheme
- Generous company benefit scheme
- Salary range - £23,000-£25,000 per annum
- Annual holiday allowance – 28 days
Successful applicant desired start date: 18th November 2024
Job Types: Full-time, Permanent
Pay: £23,000.00-£25,000.00 per year
Benefits:
- Company events
- Gym membership
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Work authorisation:
- United Kingdom (required)
Application deadline: 23/10/2024
Expected start date: 18/11/2024
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