Customer Service Specialist, B2B
Ariat Europe Limited
full-time
Posted on:
Location Type: Hybrid
Location: Harwell • United Kingdom
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Tech Stack
About the role
- Work closely with the Senior Customer Service specialists and Team leader to ensure all processes are correctly adhered to in order to resolve a variety of customer service queries.
- Build a relationship with and co-ordinate closely with the Area Managers and Finance to best service customers, predominately of a defined region.
- Pro-actively build relationships with Key Accounts, to maximise order book and deliver goods efficiently.
- Manage order book predominantly for a defined region of accounts, maximising timely shipments and communicating live items as required to customers.
- Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
- Provide guidance across the Elastic ordering process when required.
- Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
- Work within KPI framework as defined by Team Leader.
- Utilise a variety of software programs to resolve customer queries and manually complete orders when required.
- Perform daily order checks to ensure orders from Elastic are processing correctly into the back-office systems and identify potential issues.
- Support colleagues, team leader and Customer Service Manager as and when required.
- Participate in all other duties and special projects as assigned.
Requirements
- Passion for providing exceptional customer service.
- Positive and team-oriented attitude.
- Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
- Capacity to multi-task and shift focus as required, with an excellent sense of prioritisation and timekeeping.
- Organised, detail-oriented, and proactive.
- Strong interpersonal skills and articulate in both verbal and written communication.
- Proficient user of IT systems, including MS Office.
- Working knowledge of SalesForce Service Cloud is an advantage.
- Ability to make sound decisions with a strong sense of urgency.
- Ability to establish and build strong communication with other departments and customers.
- Experience working with SAP is desirable.
Benefits
- Private Medical Insurance
- Life Assurance
- Critical Illness Cover
- Employee Assistance Programme
- Health & Wellbeing Points Scheme
- Cycle to Work Scheme
- Company Bonus Scheme
- Employee Purchase Scheme
- Employee Referral Programme
- Birthday day off
- Holiday Purchase Scheme
- Bring your dog to work scheme
- Employee Volunteering policy
- Working from a different location policy
- Free onsite Parking including 2 electric charging points
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order managementcustomer serviceKPI managementproblem resolutionmulti-taskingtime managementproduct specificationsshipping processesinvoicingstock allocation
Soft Skills
interpersonal skillscommunication skillsteam-orientedorganiseddetail-orientedproactiveability to work under pressureprioritisationdecision makingsense of urgency