Customer Service Advisor

• Communicating with customers via phone and email to process new orders and provide delivery information and lead times • Updating customers on outstanding and backlogged orders • Proactively managing product shortages by offering suitable alternatives • Liaising with the customer support team for all branding and my-smi related requests, but remaining the single point of contact for the customer • Liaising with internal departments, including distribution and procurement, to ensure accurate order fulfilment and SKU setup • Managing your own portfolio of customer accounts and participating in internal service meetings • Maintaining accurate CRM records and online catalogues, while collaborating with the sales team to track and hand over opportunities • Handling customer complaints with professionalism and empathy • Coordinating courier investigations and providing Proof of Delivery (POD) when needed • Responding to phone calls and email enquiries in a timely and courteous manner • Processing customer returns, urgent requests, card payments, and sample orders for existing customers • Preparing customer quotations and resolving invoice queries • Creating and managing sales orders in NetSuite • Performing account administration tasks in NetSuite, including updating addresses, contacts, and notes

• A minimum of 1 year of customer service experience • Strong proficiency in Microsoft Excel and PowerPoint. • Excellent attention to detail and organizational skills. • Excellent verbal and written communication abilities. • Ability to work independently and meet deadlines. • A personable, professional, and customer-first attitude

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V3 Recruitment