Customer Service Advisor

We are looking for a Customer Service Advisor to join our team.

To be the face of GNB After Sales Service to our customers by answering emails, phone calls and progressing inbound customer requests for service engineer visits. Be responsible for planning and scheduling service engineer visits in a logical geographical order ensuring compliance to customer SLA's. Administering the results of completed service engineer visits and taking necessary actions to progress these interventions to completion/invoice.

Customer Service Advisor Responsibilities:

• Working on a busy front line customer service desk handling inbound communications with customers, suppliers, engineers and internal, mostly by email but also by phone.
• Prompt creation of inbound service intervention requests using our dedicated After Sales Service Software, built on salesforce.com platform.
• Planning and scheduling of service engineer’s daily workload based on inbound calls, pre-contracted visits, ensuring that all visits are attended promptly and in line with customer SLA's.
• Ensuring that the planning of service engineer interventions is efficient, and that driving time is as low as possible between visits.
• Where required, subcontract inbound service requests to third parties and ensure that they are attending visits as required and following up with them for any necessary actions arising from these visits.
• To ensure that customer SLAs are understood and adhered to escalating to Line Manager if KPI’s are at risk of not being met.
• Ensuring that you work efficiently with respect to processing attended service interventions, by ensuring that any further actions (ordering further spare parts, arranging return visits, generating quotations for repairs, and obtaining agreement from customers to pay for completed work carried out).
• Coordinate and plan the installation of newly supplied products by working in conjunction with the sales department.
• Timely management of the inbound customer mailbox ensuring that all inbound emails are handled and responded to within 4 hours of arrival.
• Generating customer-facing reports from the After Sales Service software detailing work that we have carried out, reading and interpreting the service engineers feedback and ensuring that the report is translated into an acceptable format.
• Management of spare part ordering, achieved by understanding service engineer feedback identifying what is required and where applicable either ordering the spare parts via the After Sales Service software or issuing quotation for customers to purchase these.
• Where required and identified by the service engineer organize collections of waste and/or spare parts from customers’ sites with our internal supply chain team.
• To be able to handle and understand many different processes, particularly for customers, which may require the same task to be handled in slightly different ways.
• Contribute to accuracy by ensuring that all spare parts the service engineer reports are accurately consumed using the After Sales Service software and reporting any anomalies to Service Management.
• To ensure that contract visits which are usually set to a defined frequency/schedule are planned, attended and visited in line with both contract expectations and customer expectations, reporting any exceptions to Line Manager.
• To be a team player, being flexible with duties within the department directed by Line Manager to support colleague periods of absence.
• Ensuring that any service engineer reported sickness is escalated to Service Management.

Customer Service Advisor Requirements:

• 2 to 5 years’ experience of working in a field service organization dealing with field-based engineers alongside external customers.
• Educated to GCSE, A-Level or equivalent.
• Confident ability to use Microsoft Office 365 package including Outlook, Word, Excel, PowerPoint, SharePoint. The use of salesforce.com would be advantageous but not essential.
• Be able to offer good customer service levels to external customers and can problem solve and use initiative with any challenges which arise.
• Understand service engineers capabilities ensuring that engineers are scheduled to visits they can competently perform.
• Must have good geographical knowledge of the United Kingdom.