Job Description

The Company:

A provider of Returnable Packaging Solutions including pooling, rental, washing and management of a large variety of equipment.

Supplying equipment largely into the food and retail sectors, the focus of the business is to reduce the level of single-use packaging in the supply chain, creating a more sustainable future.

Title: Customer Support Representative

Salary: £28,000 - £32,000 10% bonus - office based

Role and Responsibilities:

To provide proactive internal coordination and be the main point of contact for customers day to day queries. To build and maintain relationships and deliver excellent customer service in a timely manner. To ensure accuracy when sending information to customers.

Key Accountabilities:

• Develop close relationships with customers and provide a professional first point of contact.
• Professional and courteous response to all incoming calls, queries and complaints from customers in a timely manner and with high quality standard
• Prompt and efficient follow-up of customer queries and service requests
• Record customer queries and complaints in our CRM system.
• Ensure supply is seamless throughout the order and production process ensuring orders are received on time and in full.
• To ensure proactive contact is maintained at all times and target to resolve issues within 24 48 hours with regular updates to the customer.
• Liaise between the customer and operations team making proactive contact with customers, and the operations team where necessary to facilitate a positive outcome
• To ensure the effective coordination and distribution of information both internally and externally.
• Perform joint customer visits with Account Managers.
• Understand all the companys systems and the use of data within those systems
• Provide analytical data and support on specific account queries.
• To support the other members of your team to ensure first class customer service and administration is always maintained for all customers and the team are supported equally by their colleagues.

Skills and Experience:

• Commercial / office-based experience essential.
• IT competency, particularly Word and Excel skills
• Confident and pro-active
• Accuracy and attention to detail.
• Strong organisational skills.
• An ability to work under pressure and to deadlines.
• An ability to work independently and as a team.
• Professional, highly organised, articulate, self-motivated, team player, customer facing.

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