Customer Service Advisor

Beaverswood is looking to recruit a new Customer Service Advisor to join its growing and dedicated Customer Service team. The key responsibilities of the Customer Service Advisor role are to process and dispatch customer orders, whilst responding to customer enquiries in a timely manner utilising customer service skills.

Beaverswood, based in Wokingham, manufactures innovative products that make the workplace work smarter with a range of visual management products, suitable for lean manufacturing and 5S or any workplace that needs to be safe, productive, and organised. The product range includes labelling and ticketing; document display and signage; waste segregation; shadow boards; specialist impact protection, racking protection and warehouse safety products. The range is supported by market expertise, marketing, promotional and reseller resources and materials, and aftersales support.

This role is based at Head Office in Wokingham, with the opportunity to work remotely 1 day per week.

Responsibilities

The Customer Service Advisor will be responsible for processing, managing, and monitoring sales orders, answering pricing requests and resolving order queries, whilst offering a solution-based approach to satisfy customer requirements and generate profitable sales. 

• Process customer orders promptly and accurately.
• Contact customers proactively to clarify or resolve any issues related to their orders.
• Maintain and update accurate customer records in the database.
• Respond to customer pricing requests in a timely and professional manner.
• Liaise with suppliers to obtain pricing and availability for special or non-stock items.
• Generate and track purchase orders for non-inventory products, ensuring timely delivery and communication with relevant stakeholders.
• Prepare and compile all necessary export documentation in accordance with international shipping and compliance requirements.
• Collaborate closely with the external sales team to effectively manage and fulfil customer requests.
• Deliver exceptional customer service by responding quickly and professionally to enquiries, complaints, and concerns.
• Contribute to the continuous improvement of processes and procedures aimed at enhancing customer experience and operational efficiency.

Success Management

• Build and maintain effective customer working relationships.
•  Weekly/monthly reporting on order, quote, and query management volumes.
•  Meet or exceed customer's expectations on delivery of information.
•  Maintenance of auditable documentation trails.
• Engagement with Sales team to ensure timely completion of quotations, orders, and responses to customers.
•  Demonstration of continuous improvement.

Skills, Knowledge & Experience

Essential-

• Experience in customer service, ideally in a B2B environment.
• Technologically astute.
• Experience with CRM and ERP systems.
• Experience within a customer service or quoting role.
• Problem solver with great initiative.
• Good head for numbers.
• Excellent written and verbal communication skills.
• Proficient in Excel and Word.
•  Able to prioritise, develop work schedule, and influence others to achieve results.

Desirable-

•  Knowledge of the industry in which Beaverswood operates
•  Knowledge of the reseller / dealer channel model is advantageous
• Knowledge of arranging and executing export shipments

Aptitudes/Attributes

• Self-motivated, resourceful and results orientated.
•  An eye for detail and ability to visualise the customer journey while identifying opportunities to improve the customer's experience.
• Ability to identify up sell and cross sell opportunities.
• Able to articulate technical information to both technical and non-technical audiences.
•  Skilled at building relationships where feedback is welcomed and responded to.
•  Analytical, diligent, tenacious, persistent, and balanced.
• Capable of working to challenging deadlines and managing multiple tasks efficiently.

Package & Benefits

Now part of the rapidly growing IWS Group of companies, investment is being made in people, systems and expanding the service offering for an ambitious period of growth. This is an exciting time to be joining the team!

• 38.25 hours per week Monday to Friday
• 25 days holiday (service increment scheme in place)
• Health Care Cash Plan (available from day one)
• Company sick pay support scheme (after completion of probation)
• Employee Assistance Programme (including 1:1 counselling)
• Group Life Assurance - 2x annual salary (after 5 years' service)
• PERKS retailer discount scheme