Scolmore Group; where opportunity meets innovation and success is a tradition. Join us on our journey as we build not just careers, but a family of driven individuals committed to excellence. Discover how you can make a difference and grow with us.
About the Role
We are seeking a Customer Service Advisor to join our Ovia team, working with the wider Customer Service Team. You will provide excellent service, handle all queries, process orders, and offer administrative support to Area Sales Managers.
Main Duties
1. Oversee assigned accounts, support customers and External Sales Managers, and handle their requests.
2. Answer overflow calls on the reception switchboard for the head office and group companies.
3. Manage inbound calls and inquiries from customers and the external sales team (ASMs).
4. Respond to calls from end users.
5. Record wrap-up code information for each call.
6. Process internet and email orders using Sage and Lara.
7. File paperwork into the in-house archive system.
8. Handle product sample requests.
9. Monitor customer back orders, forward orders, and call-off orders.
10. Maintain customer information on CRM/LARA, ensuring data accuracy.
11. Provide basic technical information and part number details.
12. Maintain good product knowledge (training provided).
13. Set up customers for online ordering.
14. Support Area Sales Managers administratively.
15. Coordinate with carriers, chase deliveries, and obtain PODs.
16. Make outbound courtesy calls to key accounts.
17. Update Excel spreadsheets for management reports.
18. Log and process warehouse discrepancies.
19. Communicate regularly with Ovia admin, returns, and other departments (Commercial, Quality, Marketing, Technical).
Essential Skills and Experience
1. Excellent customer service skills, personable and approachable.
2. Ability to handle difficult customers professionally.
3. Initiative to resolve problems.
4. Ability to work independently and as part of a team, managing workload effectively.
5. Accuracy and efficiency.
6. Basic knowledge of Word, Outlook, Excel, and Sage (training provided).
7. Option to purchase up to 5 additional days of annual leave.
8. Benefits include Health Cashback Plan, Pension Scheme, Life Assurance, and Free Parking.
Site Location: Scolmore House, Tamworth, B79 7UL
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