Customer Service Advisor

Accountable to: Customer Service Manager

Hours of Work : Monday-Friday: 08:30-17:00

Role: The role of Customer Service Advisor is to coordinate all tasks relating to Customer Service

Mandatory Responsibilities

• Adherence to all organisational policies
• Ensuring all tasks are completed to agreed deadlines
• Work efficiently and effectively
• Ensure effective communication with the customer

Role Responsibilities

• To coordinate all tasks relating to Customer Service for designated accounts
• To build and maintain effective relationships with all Epwin Customers
• To liaise with Customers, Business Development Managers, Technicians, all personnel and departments impacting on Customer Service.
• To liaise with Customers, the Sales Team,and all internal personnel relating to order related matters.
• To process all sales orders to expected deadlines including special orders.
• To manage all day to day administration tasks, to include filing/scanning of records for designated accounts
• To manage all day to day administration tasks relating to the archiving of sales orders for BSI an auditing purposes
• To process all service related disputes accurately
• To deal with all customer requests and queries to the agreed timescales
• To participate in sales campaigns as and when required to promote products and increase sales.
• To assume responsibility for various tasks as required
• Work as a team to ensure all service related matters are completed within agreed timescales
• To ensure customers are made aware of any shortages or issues that will affect service
• To work as part of a team and contribute to positive change including system and procedure changes.

Performance Measures

• Net Promoter Survey

Personal Attributes

• Excellent telephone manners
• Organised approach to work
• Ability to work on own initiative
• Positive approach to the working environment
• Driven approach to work

Skills/Abilities/Qualifications

• Competent with Navision
• Good level of numeracy

The Company

Epwin Group is one of the leading manufacturers and suppliers of low maintenance building products with some of the best-known manufacturing and service names in the sector.

We are one of the UK’s largest manufacturers and suppliers of windows, doors and fascia systems with some of the best-known manufacturing and service names in the sector.

The principal activities of the Group are the extrusion of PVC-U and roofline products as well as the manufacture of windows, doors, conservatories and sealed units. Group businesses also produce high quality cladding, guttering, decking and prefabricated GRP building components.

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We take pride in our people

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We’re interested in our future, constantly investing and innovating in new products, processes and our employee’s and we like to give back to our employee’s as much as they give us.

The Benefits

• Telus Health (Lifeworks) is a confidential employee support platform to help employees and their family’s deal with life challenges.
• Holidays: Your holiday entitlement will be detailed in your contract of employment.
• Cycle to Work: Obtain a bike and/or cycling accessories to use for cycling to work whilst making income tax and National Insurance savings.

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