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Customer Service Assistant
Newbury town centre
Office based Monday to Friday, 08:30 - 16:30
£22,000-£24,000 DOE
 
25 days holiday
KPI bonus scheme
Private Healthcare – Vitality
Death in Service x 4
Free eye test
Salary sacrifice pension scheme
Free tool on completion of probation
Tool loan system
Free parking
Town Centre access
Snack and drinks
 
Role, Objectives and Scope
 
Customer Service Assistant ensures that the Customer requirements are being satisfied timely and effectively under the guidance of the Customer Service Manager. Complies with the terms of agreed service level agreements and company guidelines ensuring that the customers experience is a positive one. 
Pro-actively maintains communications though the whole end to end process.
 
Key Responsibilities:
 
To provide end to end customer service requirements and manage their expectations timely, accurately and consistently.

• Assisting Manager with Customer Onboarding Services
• Process Orders accurately and timely between Positec and 3PL and within the terms of any agreed SLA and attach copy to customer order within company systems
• RMA Report
• Liaise with 3PL to ensure prompt/timely delivery of orders, collect POD within 48 hrs of delivery and attach to customers order within company systems
• Communicating with customers by email, letter and face to face.
• Liaise with Sales for accurate customer pricing, discounts and update on system
• Log and resolve customer queries and complaints, keeping Manager informed of progress or need for escalation
• Keeping detailed and accurate records of all correspondence with customers
• Update & maintain key customer information with AO and other supporting systems
• Assisting with the preparation of daily, weekly, monthly reports as advised by CSM
• Adhering to Company and Customer Services procedures, processes and standards
• Learning about Positec’s products and keeping up to date with changes
• Cross Training/Back up with SS and PASS roles