Probrand Ltd is a leading IT Managed services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our Supply Chain Team , we currently have a vacancy for a Customer Service Assistant due to on- going growth in our dynamic and highly skilled engineering team.
Overall Purpose
Working within the supply chain function, as Customer Service Assistant you are responsible for providing support and assistance to our internal and external customers. You are responsible for responding to inquiries, resolving issues, and providing excellent customer service to ensure customer satisfaction.
This is a vital role within the company, as the Customer Service Assistant is often the first point of contact for customers. A successful candidate will have strong communication and customer service skills, the ability to work well under pressure, and a desire to provide exceptional service to customers.
Benefits
- 31 days’ holiday including bank holidays
- Option to buy and sell annual leave (after probation period)
- Tailored benefits platform – includes discounts on retail, travel, gym and leisure
- Cycle to work scheme
- Paid Volunteer Leave
- Quarterly employee awards – monetary awards given to top performers
- Long service awards
- Discounted Tech
- Electric car salary sacrifice scheme (after probation period)
- Brand new city centre office – including free access to gym, shower facilities, secure lockers for bikes and onsite café
Main job functions and responsibilities are:
- Respond to customer inquiries via phone, email, or in-person in a professional and courteous manner
- Assist customers in resolving any issues they may have and escalate issues to management when necessary
- Managing and processing customer product returns through the entire lifecycle of requisition through to supplier return and credit
- Maintain accurate customer records and documentation of customer interactions
- Develop a thorough understanding of the company's products and services to provide accurate and effective support to customers
- Collaborate with other departments to ensure timely resolution of customer issues and inquiries
- Handling internal product support enquiry escalations
- Respond to internal customer product enquiries through engagement and collaboration with our supply chain partners.
- Processing manual purchase orders showing high attention to detail
- Making travel bookings for internal staff
- Handling supplier invoice queries and discrepancies and seeing through to resolve
- Updating monthly supplier error log report
- Any other general admin tasks
You will be using the following tools: - telephone, email, internet, Microsoft Word, Excel Sage Line 500 and the company CRM system, and other supply chain e-commerce tools to support your activity.
You will spend at least 60-70% of the day in communication with our supply chain partners and customers. You will work to a 2-hour SLA on all enquiries you are involved with and will need to constantly communicate with all divisions of the business whilst giving regular updates with ongoing queries
Key Competencies
Personal & Teamwork
Willingness to work well in a team; encourages and adopts team goals; understands and appreciates other people’s roles; learns from others; by providing support and assistance to others.
He/ She demonstrates this through:
- Excellent verbal and written communication skills
- Strong customer services skills and a desire to provide exceptional service
- Ability to remain calm and composed in high-pressure situations
- Well organised
- Strong problem-solving skills and ability to think critically
- Attention to detail and accuracy
- Good rapour building skills, often consults with others.
- Actively involved in working towards team goals and understands how these align with Proband’s business objectives
- Ability to work independently as well as in a team environment
- Demonstrates a professional and assertive attitude
- Holds strong confidence
- Open to new ideas and adopt themselves to new procedures and offer new ideas
Communication
Communicates clearly and concisely both orally and in writing; listens actively to others, asks questions to understand their needs; gives clear, basic instructions; handles disagreements and conflict effectively.
He/ She demonstrates this through:
- Listens actively to others, paying attention and asking questions to clarify a point or confirm his/her understanding.
- Always presents views clearly, use of language invariably correct and appropriate to the audience.
- Understands the importance of adapting communication to suit different audiences.
- Communicates in a timely manner.
- Builds network of contacts within Probrand, and supply chain.
- Presents views clearly, using the appropriate language.
- Ensures others fully understand the message being conveyed.
- Communicates their views & concerns openly, honestly and will constructively challenge others
Personal Drive
Is determined to see things through; has a positive “can do attitude” & enthusiastic approach; willing to accept new challenges, sets high and demanding personal goals; strives to fulfil their potential and self-development.
He/ She demonstrates this through:
- Prepared to take initiative, a self-starter who always rises to the challenge.
- Show a willingness to learn and achieve.
- Always looking for the next challenge.
- Offer support to other team members.
- Takes changes and difficulties in their stride.
- Sticks with tasks to the end, ensuring there are no loose ends, effectively coping with setbacks.
- Strives to fulfil their potential and continues to self-develop.
- Prepared to make personal sacrifice to ensure a goal is achieved.
- Actively seeks opportunities for learning.