Customer Service Advisor

Location: Era – Wolverhampton

How the role will make an impact:

We are seeking a Customer Service Advisor to join ERA and explore the needs of our customers and provide solutions from our product offerings. This position is a customer focused role, meaning you will need to be great on the telephone and have a confident and helpful manner. Full training provided; experience of the Hardware industry would be a benefit but not necessary.

Main Tasks & Responsibilities:

• Deliver high quality and effective customer service via telephone and email to a range of Key Account customers.
• Achieve and surpass the required service targets within the team.
• Liaise directly with internal departments to resolve customer issues with a helpful manner.
• Identify and provide proactive recommendations to enhance the customer experience.
• Achieve set KPI's on a weekly & monthly basis.
• Administrative duties relating to processing of customer orders.
• Ensure the internal database is up to date and accurate.

Key Skills:

• Experience in a Customer Account Management would be desirable.
• Great accuracy and attention to detail.
• Excellent communication skills both written and verbal.
• Commercial acumen with KPI’s and order values.
• Experience using IT Systems such as SAGE and Salesforce.
• A positive and resilient individual who excels at all forms of communication.
• A creative and resourceful problem solver.

Key Competencies:

Drives Results – Pays close attention to the customer needs and questions.

Customer Focus – Tailors your approach based on the customer’s needs.

Communicates Effectively - Asking questions to gather all the necessary information to resolve the queries correctly.

Benefits:

• Competitive Salary
• 25 days holiday plus bank holiday
• Holiday purchase scheme
• Pension match up to 7%
• 4 x Salary Life Assurance
• Enhanced Maternity, Paternity, Adoption and Shared Parental Leave
• Employee Assistance Programme
• Cycle to Work Scheme
• Free Eye Tests
• Subsidised Canteen
• Volunteering and Team Building Days

About Us:

Here at Tyman UK and Ireland, our purpose is to transform the security, comfort, and sustainability of living and working spaces through our expert touch.

ERA is a leader in the design, development, manufacture and supply of decorative and security hardware and smartware for residential doors and windows.

Tyman UK and Ireland is one of three divisions within the Tyman Group which has over 4000 employees globally and facilities in 17 countries. Tyman's UK & Ireland Division comprises three businesses: ERA, Zoo and Access 360.

Health & Safety Responsibilities:

In our company, the health and safety of our employees are our top priorities. We are committed to providing a safe and supportive working environment by adhering to the highest safety standards and regulations. Through comprehensive training, regular safety checks, and open communication, we ensure that every team member feels confident and protected while performing their duties. We continuously strive to minimise risks, promote well-being, and encourage a culture of safety across all levels of our organisation.

Join us, and be part of a team where your safety is as important as your success.