Senior Customer Service Advisor

BGA are looking for a talented individual to develop and provide excellent service to new and current customers. The Senior Customer Service Advisor will be responsible for working with all areas of the business to maximise the distribution of the BGA brand. While also working to cover the Customer Services Manager when required. The successful candidate must possess a hands-on attitude regarding problem solving, a good multitasker and a willingness to learn at speed.

Key Responsibilities

• Assist with answering all incoming telephone calls in a professional and competent manner over busy periods 
• Make outgoing calls to customers in regard to queries 
• Respond to internal and external enquiries via email and phone in a timely manner 
• Input UK and Export orders via email, over the phone and our electronic ordering system
• Manage and update customer accounts including new accounts in our internal and WMS system 
• Managing the DPD dashboard daily 
• Working closely with UK and Export Sales, Product Management and Marketing to maximize the distribution of the BGA brand
• Keeping the CRM ,Smartsheet updated and working with reports on Power BI
  
  

Supporting the Customer Service Manager with any other duties & managing their workload while on vacation, these responsibilities will include:

• Working closely with the UK and Export Sales Teams to produce accurate monthly forecasting vs budget for reporting purposes  
• Monitoring and adjusting the forecast throughout the month to keep the Sales Team updated on monthly goals 
• Dealing with Export documentation for shipping & customs clearance 
• Developing strong business relationships with new and existing accounts to ensure a successful trading future in the local market 
• Follow up on actions from meetings with potential customers and follow up internally on the information 
• Updating and following up tasks in the CRM 
• Working with the warehouse to make sure any stock discrepancies are dealt with in our internal systems and customers notified 
• Ensuring any special terms agreed by the Sales Team are updated for invoicing purposes  
• Managing in-house account special orders 
  
  

Essential Experience

• Experienced in using MS excel for reporting
• Experience in outlook and word
• At least 5 plus years’ experience in a Customer Service role
• Experience and Confidence to communicate with customers & prospects over the phone 
• Confidence to obtain information and sell to customers & prospects 
• Experience in using a CRM system, Smartsheet and Power BI
• Experience in communicating with Director Level Management
  
  

Desirable

• Multilingual Skills
  
  

Job Category: Sales

Job Type: Full Time

Job Location: Swindon