Customer Service Executive

Customer Service Executive

Necar Imports (Asahi UK) are looking for a Customer Service Executive to join our wonderful team in Hindon, Wiltshire. 

The Customer Service Executive will be responsible for answering customer calls in a timely and efficient manner, minimising the number of abandoned calls where possible. Processing orders inline with company procedure.  Delivering excellent customer services to Nectar’s internal and external customers at all times.

Key Accountabilities

The Customer Service Executive is responsible for the following key outputs and accountabilities:

Call Handling

• Answer customer calls in a timely and effective manner, maintaining a polite and professional manner at all times, ensuring a high standard of call handling for both inbound and outbound calls
• Orders are completed to schedule and all orders gathered accurately and on time
• Take ownership of enquiries and effectively handle any customer issues to ensure there is a suitable resolution for the customer, feeding back within the business to the appropriate teams
• Handle all consumer complaints with the aim of enhancing Nectar’s reputation by delivering a world class response / solution
• Ensure the positive customer experience is monitored through introduction and customer care calls
• Effectively set and handle call logs to ensure customers are prompted for processing orders if not already received
• Ensure all prospect information captured is logged completely, accurately and passed to Sales Support
• Make customers aware of the online ordering facility as appropriate and advise them on how to set this up

Order Processing

• Process inbound, outbound, e-mail, web and staff orders in line with procedures, raising any opportunities for online ordering
• Ensure all special / pre-orders are routed for delivery as soon as they are available in the warehouse
• Process daily stock shortages, deallocating them on orders and ensuring customers are notified prior to expected delivery day

Upselling

• Process orders and enquiries effectively, utilising internal systems and offers to assist in upselling and maximising sales within a telephone call
• Offer alternative items where we cannot meet the needs of the customer
• Achieve additional sales with existing customers by selling in new products and categories in conjunction with available offers
• Continually develop product knowledge using the information available on the website, brochures, mailshots and other available sources

Other

• Maintain regular contact with IFTAMS to ensure the communication of any information gained from customers.  Develop and own the account retention and lost accounts process, ensuring we have early warning of customers intending to leave and taking action to retain. For any lost accounts, ensure we understand the root cause and report to BDMs as appropriate.

Experience Required

• Experience working within a customer service role either face-to-face or via telephone
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems

Key Attributes of the Successful Person

• Strong communication skills both internally and externally 
• First rate Customer Services skills 
• Excellent attention to detail and data entry skills 
• Competent use of Microsoft office packages including Outlook, Word and Excel 
• GCSE grade 4 or above in English and Maths (or equivalent) 
• Must have own motorised transport due to rural location

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs.  We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.