Customer Service Representative

Position

Customer Service Agent

Location / Department

Uniphar Group Customer Service, Supply Chain and Retail Division

Report To

Customer Service Team Leader

Overview

We are looking for a highly motivated, professional customer service agent with a track record in customer support. The candidate should be capable of managing customer calls, order management, and successfully resolving queries. They should also provide input and suggestions for improving practices and processes.

Responsibilities

• Order processing, including telephone, email, fax orders, reps orders, credits and debits.
• Advise customers of current product availability and delivery schedules.
• Resolve product or service queries by logging the customer's query, selecting the best solution type, and following up to ensure resolution.
• Use CRM tool (BCT) to record, resolve and enhance the customer experience.
• Assist customers with queries regarding their financial accounts.
• Highlight any delays in processes or orders to your Team Leader or Manager.
• Ensure accuracy at all times, minimising the impact of error.
• Operate proactively in compliance with company procedures.
• Achieve weekly and monthly KPI's by delivering agreed targets as set by your Team Leader and Manager.
• Contribute towards department objectives in line with the overall business strategy.
• Ad hoc duties as directed by Team Leader and Manager.

Qualifications, Experience and Skills

• SAP and CRM experience.
• Proficient in Microsoft Office Applications.
• Market and product knowledge is an advantage.
• Proactive, analytical and pragmatic approach to problem solving.
• Ability to work in a fast-paced environment.
• Responsive, flexible and empathetic to customer needs, managing their expectations.
• Strong interpersonal, written and oral communication skills.

Competencies

• Understanding of commercial supply chains an advantage.
• Team player, enjoys helping customers and working with multiple business teams.
• Excellent telephone manner and communication skills essential.
• Excellent time management skills.