The purpose of the Customer Service Specialist position is to ensure quality services to both customers and clients, work as part of a Customer Support Team managing a range of second line support services.

Key Accountabilities

• Making system changes to discounts in line with work instructions

• Responsibility for department compliance to internal and external audits and compliance to ISO accreditation.

• Monitor and analysis of daily workload across Customer Service to ensure all SLA’s are achieved each day.

• Review of working practices/processes and documentation of departmental work instructions

• Customer escalations – ability to investigate complaints and customer enquiries by interrogating all Supply Chain Systems to determine cause and achieve a quality resolution

• Responsibility for testing new IT developments/system changes on behalf of the dept

• Responsibility for providing training to CS Team Members, and specifically responsibility for implementation of new developments or system changes

• Analysis and reporting of customer satisfaction statistics

• Creation and maintenance of customer bibles/specifications

• Knowledge of export marketplaces, freight and customers clearance requirements current/post Brexit

• Validation and uploads of digital sales/consignment sales

• Capture of accurate VAT information

• Provide cover for the management team – skills development and succession planning This list

Core competency requirements/Person Specification

• Experience of working in service led environments

• Customer service experience

• Experience of building relationships and rapport with customers and colleagues to deliver excellent service 

Skills / Competencies

• Ability to communicate concisely and clearly

• Team work

• Organised and able to prioritise effectively

• Knowledge of MS packages such as Excel, Word, Powerpoint