[ref. c99824400] Customer Service Advisor

Job Title: Customer Service Advisor

Job Summary

• To be the first point of contact when our clients and suppliers have questions/issues
• To provide a single point of contact for end users, operational teams and our suppliers.
• Escalate or forward issues to specialists technical or procurement functions, setting priority and required resolution times.
• Keep Purchasing Managers, Customers, and Operations Manager updated of any serious issues relating to the system, clients or suppliers.
• Ensure all helpdesk tickets adhere to a timeline, pursue for resolution and escalate where necessary
• Provide a "first point of contact" for all customer phone and email/helpdesk queries.
• Answer and log all calls in a timely manner, estimate resolution time, chase resolution, keep customers always informed and inform of the final resolution.
• Helpdesk tickets need to hold as much information about the call to ensure that other members can pick up the query if necessary and understand what the query relates to.
• Ongoing communication internally with Purchase Managers, Purchase Ledger and Treasury
• Support on any queries relating to invoice issues at site level, support suppliers who are set up for PDF EDI invoicing

• Excellent, demonstrable Customer Service Skills
• Good telephone manners, basic excel skills, works well in a team.
• Excellent written and verbal communication skills
• Highly organised individual with ability to work accurately under pressure
• Commitment to accuracy and an eye for detail
• Good awareness of MS Office suite of products

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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