Full job descriptionPermanent
Based in Aylesbury
35 hour week
Hybrid
Up to £32,000 pa

A fantastic opportunity to utilise your customer service skills with a leading global brand based in Aylesbury. Offering hybrid three days in the offices with free parking. A friendly team, this role enables you the chance to maximise your customer care skills by meeting and exceeding customer’s expectations with regards to service delivery and total customer satisfaction, through effective order handling, query investigation and resolution.

Principal Accountabilities and Key Tasks:
*Process Customer orders and related queries accurately and in a timely manner, ensuring all deadlines are met.
*Use Customer portals for order management (e.g., check order status, confirm stock availability, manage returns, raise/query cases) to ensure accurate and timely fulfilment.
*Capture customer demand, including daily lost sales data, and communicate clearly to Sales and Demand Planning.
*Drive continuous improvement of the sales order process from order receipt through warehouse fulfilment and invoicing.
*Investigate delivery disputes using report data to highlight improvement opportunities, including preventative actions and process re-engineering, with a focus on debit reduction.
*Act as first response for customer-raised quality issues and chargebacks (Customer fines): acknowledge, triage/log, coordinate investigation/root-cause analysis, and communicate corrective/preventative actions through to resolution.
*Seek automation and optimisation of processes, utilising Amazon tools in line with system platforms.
*Work collaboratively with the Sales team on account management and building Customer relationships.
*Actively contribute to process reviews to ensure best practice is adopted.
*Develop and maintain effective links with internal departments to ensure alignment of processes.
*Ensure compliance with Company Standards and Regulations regarding Health, Safety and the Environment, and policies including Sarbanes Oxley (SOX); maintain departmental standards of dress, timekeeping and attendance.

Knowledge & Experience:
*Experience of Amazon including vendor central
*Proven experience in a customer service environment, with a strong focus on order management, query resolution, and customer satisfaction.
*Demonstrated analytical and problem-solving capability, with the ability to investigate issues, identify root causes, and implement effective solutions.
*Experience working collaboratively within a team environment, supporting shared objectives and service delivery targets.
*Confident interacting with customers and internal stakeholders at all levels, maintaining professionalism at all times.
Skills:
*Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
*Strong organisational, planning, and time-management skills, with the ability to manage multiple priorities and meet deadlines.
*Proactive, self-motivated, and adaptable, with a positive approach to change and continuous improvement.
*High level of IT literacy, with proven experience using Microsoft Office applications, including Outlook, Excel, and Word.
*Strong analytical and problem-solving skills with the ability to successfully interact with customers and colleagues.
*Cross functional working environment.
Please let us know if we need to make reasonable adjustments to our process, please let us know about how we can best support you and make the adjustments that may be needed.
Altitude-Recruitment Limited acting as an Employment Agency and Employment Business.