We have an exciting opportunity for an enthusiastic individual to join our Customer Support Team at our Head Office in Blackburn. You will be responsible for effectively handling and taking responsibility for all customer orders, quotes, general enquiries and customer complaints using all systems available.
Daily responsibilities of the role include (but not limited to):
Handling all incoming calls in a professional manner.
Process Orders & Quotes received over the phone or via email
Take ownership of all customer enquiries.
Ensure archiving of customer orders and quotes in a timely manner and is carried out correctly
Take full responsibility for creating new customer accounts and allocating the correct price file
Prioritise workload to ensure that all orders are processed in a to meet internal deadlines
Regularly upsell and pitch promotions on new products
Build up good customer relations wherever possible.
Handle all issues in accordance with company procedure/policy including but not inclusive:
Remake panel requests
Rockdoor Issues/ Rockdoor remake requests/ Rockdoor part requests
Stock Order Issues
Credit requests/ invoice queries
Ensuring you work to towards achieving company KPI's
Meeting the needs of GAP's customers in terms of timescales taken to resolve issues and the required dates for replacement items and components.
Working to internal deadlines and cut-offs.
Maintaining the standards of customer care by: -
Demonstrating a caring attitude
Customer support team members should be friendly, helpful, caring/show empathy, value the customer.
Handling information effectively and ensuring the customer only needs to explain the problem once (even if moved to a colleague). All colleagues should know the customer's account, name and the nature of the problem.
Delivering compressed cycle times. Customers should receive an immediate response to enquiries (i.e. acknowledge receipt) customer contact overall should receive a consistently quick turnaround for all enquiries.
Managing individual workflow by: -
Ensuring that all issues are logged and handled in the customer complaint database.
Utilising the customer service helpdesk to manage communication with customers.
Archiving all relevant customer communication in the customer complaint history.
Ensuring that customers are kept informed of the progress of their issue at each stage and building relationships with the customer wherever possible.
Communicating with customers and colleagues via e-mail and telephone in a professional manner ensuring that information is fact-based and not anecdotal.
Ensuring that concise notes are always maintained in the customer complaint database.
Any other reasonable requests by your Line manager or the Senior Management Team.
Skills and Experience:
Good literacy and numeracy are both essential
Excellent Communication Skills are essential
Must have a can-do attitude
Must have good computer skills
Self-motivation and have a drive to succeed and do well is essential in this role
Why Choose GAP?
Established in 1993, GAP has grown into one of the UKs largest manufacturers and distributors of PVC-U building products. As one of our employees you will be part of a growing organisation that is constantly looking for new ways to expand and develop our systems, processes and most importantly, our staff. Benefits include:
Auto enrolment pension scheme.
Free on-site car parking.
A Personal Development Plan for all employees after 3 months service.
Excellent career progression plans.
If you think you have the necessary skills, experience and personal qualities to join us at GAP and help us take the next step in our expansion, please dont hesitate in sending your CV for immediate consideration.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.