Customer Service Advisor

This role is to support the growth of our customers and to grow the Avire brand. It is a diverse role which also covers our pick and pack functions, which means that this is 100% office based.

The Customer Service Advisor is the main point of contact for day-to-day enquiries for our customers and provides excellent customer service and administrative support, quotations and identifies upselling opportunities. We are a close-knit team, so a supportive and can do attitude is important.

This is a proactive and collaborative role, and you will be working closely with our customers, Sales Managers, technical support team, and Sentinel team to ensure a seamless journey for our customers who are at the heart of what we do.

Role Objectives

· Process customer orders accurately and on time

· Identify upsells through quotes and orders received

· Respond quickly to quote requests, upsell additional products and provide the product information to enable the customer to make an informed decision

· Follow up on outstanding quotes, we want to ask for the business

· Ensure that relationships with new and existing customers are developed and maximize business potential

· Educate the customer on Avire products and provide solutions to their needs

· Manage the returns process, ensure that the product is booked in quickly and that Service are aware of any inspections that need to be carried out

· Ensure solid product knowledge across the Avire range

· Identify customer trends, in particular if a customer starts to down trade

· Manage customer complaints effectively through clear communication and actions

· Assist in the warehouse with pick and pack, inbound deliveries and manifesting to DHL

· See all orders through to a successful delivery, · Order process on ERP system for UK shipments

· Assist in quotations and following up on the quotes provided

· Coordinate delivery times by liaising with the customer and the warehouse

· Process inquiries by phone and email regarding order, pricing, shipping, payment terms and product specifications

· Maintain and improve good relations with external and internal customers

· Maintain and improve an efficient working environment

· Solve problems by liaising with the customer and other intercompany staff including working closely with production control, engineering, marketing and manufacturing

· Support the Sales and Marketing team in achieving sales and profit targets

· Monitor sales trends and correlating performance against monthly sales goals

· Assist in providing cover for the warehouse when necessary, which includes pick, pack, dispatch to our delivery partner, and use of the electric pump truck to take pallets and stillages off delivery trucks and putting the delivery away

· Carry out any reasonable task required by the Company

· Experience within a Customer Service or sales role including warehousing

· Order processing on an ERP system or familiarity with a CMS platform along with Outlook

· Problem solving and the ability to investigate

· Managing workload in a busy office environment, working both on emails and telephone calls

· Good written and verbal communications skills

· Ability to multi-task, work in a fast-paced environment and working under pressure

· A "can-do" attitude and a willingness to learn and engage

· Experience and willingness to work cross functions, · Fosters an environment of accountability, ownership, discipline and flexibility

· Embraces being part of a cohesive and successful team

· IT skills in MS Office (Word, Excel, Outlook) & familiarity with ERP system (ideally Syteline)

· Embraces and is motivated by change

Additional Information:

· For successful candidates, we do require a pass mark in both English and Maths GCSE's, Training will be given on our pump trucks and electric pump truck, most items weigh 2-4kg, however, larger boxes can weigh 36kg.