Customer Service Advisor

Ovia are seeking a Customer Service Advisor to join our busy customer service department, providing excellent service, dealing with all queries, processing all orders, and offering administration support to Area Sales Managers.

Main Duties

• Overseeing assigned accounts, offering full support to customers and External Sales Managers, dealing with any requests they may have
• Answering reception switchboard overflow for the head office Scolmore group companies
• Taking inbound calls and dealing with all enquiries from our customers/ the external sales team (ASM’S) and end users
• Input ‘wrap up’ code info for each call
• Processing internet and email orders using P21 ERP and our internal systems
• Filling all paperwork on to our in-house archive system
• Processing product sample requests
• Preparing quotes and lighting schemes
• Monitor customer back orders, forward orders and call off orders
• Maintain customer information on CRM/Online ensuring that all contact information, main contact names etc are kept up to date
• Providing information on part numbers etc. and some basic technical details
• Maintain good product knowledge (training will be provided)
• Setting up customers for online ordering
• Administration support for Area Sales Managers
• Dealing with the carriers, chasing deliveries, obtaining POD’s,
• Key account outbound courtesy calls
• Updating Excel spreadsheet key account data for management reports
• Logging and processing warehouse discrepancies
• Regularly communicating with Ovia admin, Ovia returns and other Scolmore group departments (Commercial, quality, bespoke, marketing, technical)

Skills and Experience

The ideal candidate will:

• Be personable and approachable and above all have excellent customer service skills, offering the best personal service at all time
• Be able to deal with difficult customers always remaining calm and professional
• Have the initiative to find a resolution to any problems that may arise
• Work equally well in a team as well as being able manage their own workload and effectively manage their own time
• Be accurate and efficient at all times

• Basic knowledge of Word, outlook, Excel and ERP systems would be beneficial
• Previous customer service experience essential