Customer Service Advisor

Customer Service Advisor

Reports to: Branch Manager / Area Operations Manager
Location: Bedford
Department: Customer Service / Operations

Join Our Team

Our Client is looking for an experienced customer Service Advisor to join their growing team. If you're passionate about delivering exceptional customer service, enjoy building strong customer relationships, and thrive in a fast-paced environment, we'd love to hear from you.

As part of our ambitious growth strategy, our goal is to triple the number of repeat customers over the next five years . This role is central to achieving that ambition by ensuring every customer receives outstanding service, expert support, and a seamless experience from enquiry through to order fulfilment.

The Role

As a Customer Service Advisor, you'll be the first point of contact for many of our customers, providing a friendly, professional, and efficient service across a broad range of products. You'll process customer orders, manage enquiries, resolve issues, and work closely with colleagues across the business to deliver an outstanding customer experience.

This is a varied role that combines customer service, sales support, administration, and operational collaboration, making it ideal for someone who enjoys taking ownership and making a real difference.

What You'll Be Doing

• Deliver outstanding customer service across phone, email, and other communication channels.
• Process customer orders accurately and efficiently, ensuring prompt fulfilment.
• Handle customer enquiries and provide product guidance and recommendations.
• Escalate technical product enquiries to specialist teams where appropriate.
• Resolve customer issues and complaints professionally, achieving positive outcomes.
• Liaise with internal departments and external stakeholders to ensure smooth order processing.
• Follow up quotations and proactively engage with customers.
• Identify and communicate sales opportunities to the External Sales Team.
• Support branch operations, including warehouse or trade counter activities when required.
• Participate in stock cycle counting.
• Contribute to continuous improvement initiatives that enhance customer experience and operational efficiency.
• Support the wider branch team and undertake additional duties as required.

What We're Looking For

We're looking for someone who enjoys helping customers, takes pride in delivering excellent service, and works well as part of a team.

You'll ideally have:

• Previous experience in a customer service, sales support, or internal sales role.
• Excellent communication and relationship-building skills.
• Strong organisational skills with great attention to detail.
• The ability to manage multiple priorities in a busy environment.
• A proactive approach to problem solving and customer service.
• Experience using ERP or order processing systems (desirable).
• Good working knowledge of Microsoft Office.
• A willingness to develop product knowledge and learn about our industry.

What Success Looks Like

In this role, you'll help ensure:

• Customers receive consistently outstanding service.
• Orders are processed accurately and efficiently.
• Customer enquiries and complaints are resolved quickly and professionally.
• Strong customer relationships are developed and maintained.
• Sales opportunities

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