Customer Services Advisor Apprenticeship

Broad Function:

• To provide a professional, efficient and welcoming experience, ensuring exceptional customer focused standards are delivered at all times
• To provide efficient and accurate administration support and respond to product or service enquiries

Key responsibilities and accountabilities:

• Deal with all telephone enquiries in a prompt and efficient manner
• Inputting and processing orders
• Liaise with Contracts, Production and Warehouse departments to ensure all orders that are manufactured and delivered meet customers’ requirements. Advising Customer Services Supervisor, Territory Manager of any issues
• Ensure back-order reports are run daily and dealt with
• Liaise with customer regarding all price discrepancies
• Assist with queries from Accounts department
• Contact transport department regarding shipment information.
• Co-ordinate slow moving stock
• Manage all standing orders, existing and expiring
• Liaise with external sales team
• Log any complaints or returns in 24 hours. Dealing with all matters with the exception of ‘quality’ issues – provide all information of complaints relating to quality with the QC Manager
• To deliver services effectively, a degree of flexibility is needed, and the post holder may be required to perform work not specifically referred to above

Principal Relationships:

• Accountable to – Customer Services Supervisor
• Responsible for – Ensuring a comprehensive Customer Service experience
• Internal - Works closely with peer group in own department and across all functions in ensuring projects and continuous improvement activities are well thought out and delivered, on time.
• External – Maintains external contacts as necessary

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Team working

• English and Maths GCSE or equivalent, grade 4 (Essential)