Customer service Representative/Account Manager

DNA Recruitment Solutions Limited is looking for a Customer Support Representative/account manager to join our clients' team based in Stockton on Tees. This position is responsible for providing support to customers and managing expectations mainly over the phone. Working Monday to Friday 08:00 to 16:30 or 09:00 to 17:30

Essential Functions:

• Answer incoming calls and emails from customers in a professional manner and building relationships
• Provide information about our client and its products, processing customers orders and ensuring they are entered into the system
• Responsible for order to invoice process of import/export of goods
• Resolve customer issues by clarifying information, contacting suppliers, and applying appropriate solutions
• Review customer orders to ensure that they are up to date and communicating this to customers
• Ensure that all customer correspondence is addressed in a timely manner and that all invoices are sent on time and in-full
• Achieve and maintain KPIs, suggest and implement improvements
• Develop and maintain positive relationships with customers
• Additional duties as assigned

Required Skills:

• Excellent communication skills, both written and verbal
• Customer service experience in an office environment
• Experience in logistics/transport
• Strong planning, organisational and admin skills
• Familiarity with CRM systems
• Ability to work on your feet for most of the day, able to multitask and follow up on issues
• Ability to remain calm when dealing with difficult customers
• Ability to learn quickly and follow procedures
• Must be able to work in a team environment with other departments as well as within the Customer Service department