Have you worked in Customer Service, Receptionist or Administration? You may be working in a car garage as front of house host working weekends and now prefer Monday to Friday hours? Or are you a Graduate keen to join a global organisation to launch your career!
Enable Futures are operating as an employment business on behalf of its client for a Customer Services Executive based in Yeovil, Somerset. Joining a global market leader, you will be responsible for the day-to-day management of client accounts, following set guidelines, improving service standards, meeting Service Level Agreement’s and reporting to the CS Manager. You will be joining a team of ten Customer Service Executives working in an open plan, modern, upbeat and vibrant office!
The working hours are 9.00am – 5.00pm Monday to Friday with parking onsite. The annual salary is Circa £19,000 - £21,000 PA with progression and salary reviews going forward!
Provide guidance to customers for obtaining publications, ordering procedures, sourcing rush articles and book orders.
Provide guidance to customers on managing their accounts with the business.
Manage day-to-day queries including claims, delivery problems, name changes, invoice queries and sample copies.
Send order, renewal and cancellation confirmations and renewal reminders promptly, accurately and within company guidelines/standards and within agreed timeframes.
Build good relationships with suppliers.
Generate monthly reports when requested.
Attend quarterly review meetings to discuss the service, systems and products, and attending other meetings as and when required.
Adhere to the service level agreement in place for each client.
Provide the highest level of proactive customer service for a portfolio of high profile/value customers, and consistently achieving a high level of customer satisfaction across all accounts.
Ensure that all database input of new orders, cancellations, renewals and amendments is handled promptly, accurately and within company guidelines/standards.
Prioritise and organise workloads in order to ensure that end users receive a quality, professional service at all time.
Assist the Group Customer services Manager with any other tasks that arise so as to ensure that overall business requirements are met.
Work closely with the Business Development team to maximize the offering to customers and to sustain the delivery of agreed service levels.
Continuously improve and streamline processes to enhance customer service levels and help identify when projects would support business needs and as appropriate manage the workflow of such a project on behalf of the team.
Focus on improving day-to-day efficiency, with a view to preventing backlogs and escalation of problems.
Maintain customer focus at all times, looking at problems and requests from the customer’s point of view to provide a service tailored to their needs.
Maintain excellent working relationships with both customers and suppliers in order to strengthen the company’s position in the market.
Update the Group Customer Services Manager and Contract Owner with any information which is needed to ensure the smooth running of your accounts.
Keep up to date on all changes and developments taking place in the industry, with special focus on electronic media, and its role in the library environment.
Maintain a clear understanding of the direction in which the business wishes to head, and appreciate both your role in this, in helping the company to achieve its overall aims.
Experience, attributes & skills sought: