Customer Service Advisor

Job Title: Customer Service Advisor
Reports to: Office Manager
Depot: Manchester

Overview

To build and maintain relationships with Customers. Processing any orders from incoming calls, emails & answer machine. Taking a high volume of incoming calls and emails which include customer complaints, queries, orders etc., order processing and arranging deliveries. Taking part in regular Promotional Drives, up-selling from the Promotional Brochure on all calls. Utilising all available reports & systems.

Main Duties

- To ensure high standards of customer service, taking and inputting orders efficiently and accurately.
- To have a clear and personable telephone manner.
- Take ownership of solving customer issues through pro-active customer service.
- To promote the sale of LWC Drinks’ own brand products.
- To retain strong relationships with Account Managers, helping them in acquiring new business and work on composite selling to customers in their areas.
- Dealing with customer collections.
- Processing payments over the phone.
- Ensuring the Manchester inbox is always monitored.
- To promote from our promotional brochure and up-sell specific drives.
- Understanding the need to target specific customers with products that are relevant to them.
- Be responsible for certain administration duties within the office; confirmation, sorting the post, filing, processing orders etc.

Knowledge and Experience:

- Excellent customer service skills.
- Use of Microsoft Excel for spreadsheets and records.
- Ability to use the trinity system.
- Good teamwork skills.
- Good communication and relationship building skills.
- Good product knowledge.
- Ability to sell and up-sell