Customer Service Advisor

Position summary:

Part of a fast-paced customer services team dealing with enquiries and orders from consumers, decorators and retailers via telephone, email and online chat.

Key Responsibilities:

Identify and manage complaints received and work towards ensuring a fair outcome by treating each one individually.  You will conduct investigations into a wide range of issues, logging each complaint accurately and striving to provide a satisfactory resolution as quickly as possible following company guidelines and procedures.

Answer decorating and wallpaper application queries confidently using the training materials provided and ensuring the customer’s satisfaction with the outcome at all times.

Accurate receipt and processing of customer orders on customer specific accounts via telephone and email.  Ensuring accuracy of quantities, pricing and promotional discounts if applicable.

Responsible for the order management on a number of direct despatch/mail order accounts.  This includes the accurate processing of customer orders and management of the customer specific extranet portal(s) i.e. BluJay.

Resolution of delivery/invoice queries including liaison with our 3PL warehouse and relevant carriers/hauliers ensuring satisfactory resolution as quickly as possible to enable prompt payment of invoices.

Management of support tickets within Zendesk Support to ensure timely response to customer enquiries, orders and sample requests.

Responsible for updating reports using Microsoft Excel and circulate internally to specified distribution groups.

Respond positively to any new initiatives and/or processes that are brought into practice making sure they easily become part of the customer service delivery.

General office administration to include filing, faxing, post etc. when required.

Experience and Qualifications:

Previous sales order processing and/or customer service experience is preferred

Maths and English GCSE grade C or above.

Qualities/Attributes:

Excellent communication skills

Computer literate (Microsoft Excel)

Self motivated

Confident in decision making

Enthusiastic team player

Strong attention to detail       

Hours of work:

7.5 hours per day on a rota/shift basis between 08:00 and 17:30, Monday to Friday

Holidays:

Starting at 28 days per annum including bank holidays up to a maximum of 33 days following 5 full years’ service

Company Profile:

Arthouse is a fast paced highly energetic environment and the candidate wanting to be considered for this role will need to demonstrate that they can embrace this culture.

Arthouse is a PE backed business with all of the benefits and opportunities which this affords and as such has a challenging growth strategy in a highly competitive sector- being challenged by both its supply lines and direct customer activities.

Positioned at the leading edge of everything they do, Arthouse is a company which can provide a stable career path as well as excellent progression and cross functional opportunities to all employees. Very much an entrepreneurial ‘can do’ environment, this is a very visible role within the business which will offer great exposure with the organisation.