Consumer Services Advisor

Berry Recruitment are NOW hiring for a committed and experienced Consumer Service Advisor to work for a company in Banbury on a full time and permanent basis.

Role: Consumer Service Advisor

Salary: £25,000 - £27,000 per Annum

Location: Banbury

Overall of role:

Responsible for processing orders over the phone, via email and on-line for customers and providing post-sales support through to resolution.

The role also supports Drop Ship operations, retailer and consumer order management, delivery coordination, operational reporting & customer portal management activities across the Customer Service function.

Key Responsibilities of the Consumer Service Advisor

Responds to a high volume of consumer queries in respect of product information, working to call targets for inbound calls, email and retailer review platforms. Follows through to resolution, carrying out outbound calls to end customers as and when required. Handles and responds to all complaints received in an appropriate manner and in line with Keter complaints policy. Maintains accurate records inputting orders, monitoring and reporting on supply issues. Investigates queries and or refunds. Escalates when appropriate. Develops a vast knowledge of the full product range. Processes orders on behalf of our Keter sister companies. Coordinates Drop Ship activities with warehouses, carriers and third-party service providers. Monitors delivery performance, proof of delivery information, and delivery exceptions. Investigates delivery failures, transport-related issues and delivery queries through to resolution. Processes and coordinates collections, returns and replacement orders. Updates and maintains retailer, customer and carrier portals. Maintains Salesforce records and case management activities. Supports stock availability checks and inventory-related customer enquiries. Supports installation administration activities where applicable.

About you

Higher Education Certificate in IT/Customer Services. Proven track record in a similar position. Relevant experience in database management, information systems or/and data processing. Knowledge of Microsoft Excel and good knowledge of other MS Office Applications. Knowledge in SAP is an advantage. A good command of Local Language, written, reading and speaking. Experience of using Salesforce or similar CRM systems. Experience within Home Delivery, Logistics, Supply Chain, Retail or Consumer Goods environments. Knowledge of retailer portals, order management systems, and fulfilment processes. Experience supporting operational reporting and performance tracking activities.

No candidate will meet every single desired qualification we have listed. If your experience looks a little different but you think you can role; value to the role, we'd love to learn more about you!"

For more information and to apply, contact the Oxford branch of Berry Recruitment - (phone number removed) or click 'Apply Now' to submit your application.

We are committed to fair and inclusive recruitment. All applicants will be considered on the basis of their skills, experience, qualifications and ability to perform the role, and no applicant will be treated less favourably because of a protected characteristic under the Equality Act 2010