Customer Support Assistant job in Trafford Park

Duties and responsibilities for the position of Customer Support Assistant 

• Processing of daily orders received from retailers, hospitality customers and members of the public, via various channels; excel, email, phone & portals
• Responding/communicating to the customer with queries regarding orders, stock issues and supplying stock reports where necessary via email, telephone and e-chat;
• Confirmation & monitoring of orders from keying to invoice status, sending tracking/POD’s as applicable;
• Investigating stock delivery & mis-pick issues with couriers & the warehouse;
• Claiming from couriers for damaged/lost deliveries;
• Arranging returns and collections & issuing customer accounts with credits;
• Recording complaints in the CRM system & circulating to relevant staff members, investigating and closing out in a timely manner;
• Creating pro-forma invoices;
• Working with the warehouse/supplier to ensure overnight deliveries/special delivery requirements;
• Using the Customer Relationship Management system to update, record and maintain customer information
• General office duties – answering the telephone/main door visitor access/courier deliveries/scanning/shredding/sample receipt & sending;
• Cross department support to the wider customer support team and all customer sectors as needed;
• Any ad hoc procedures required as necessary including preparation of meeting rooms/requesting samples etc

Person Specification for the position of Customer Support Assistant

• Computer literate with a good knowledge of Microsoft packages including Word, Outlook & Excel;
• Excellent & confident communication skills – both verbal and written;
• Accuracy and attention to detail;
• Team player;
• Organised, self-motived and able to work on own initiative;
• Ability to multi-task and manage and prioritise workload to meet target dates;
• Excellent customer awareness;
• Confidence in handling customer queries & complaints.