Customer Support Representative

Role: Customer Sales Representative
Location: Croydon – Remote working and office based 60:40
Starting Salary: £24,000 to £26,000
Company: Duffells
Job type: Permanent

Duffells is the market leader in the supply of security products to our trade customers. We’ve been established for over 60 years, but we don’t ever want to stand still. Our growth and success have been built on the service that we give to our customers. It’s at the heart of everything that we do.

We’ve got a big warehouse in Leamington Spa and a smaller one in Croydon. You’ll be based in Croydon, but everyone has the chance to work from home on a hybrid basis, if that suits them best.

Role summary

We have an exciting opportunity to join our Customer Sales Representative (CSR) team. In this role, you’ll often be the first person that the customer speaks with, either before or after they have placed their order. You’ll play a pivotal role in ensuring that our customers experience the best service possible

Key Responsibilities:

We’ll break the role down into your responsibilities before and after an order has been placed. Customer enquiries come to us by phone, email and online chat so you’ll always be busy.

Before an order has been placed:

• Building a relationship with our customers. All of our customers are repeat purchasers, so you’ll really get to know them.
• Assisting customers with price enquiries, stock level and availability checks.
• Providing product information, such as sizes and details on the contents of the box. If the enquiry is really technical, you’ll be able to pass it to our team of product specialists to provide in depth information.
• Processing sales orders and quotes for customers.
• Helping customers with access to our website or app.
• Informing our customers of new products that may be relevant to them and upsell if it helps the customer. This role is not focused on selling, only to help the customer.
• Liaising with the customer’s Account Executive if they need more detailed pricing or quoting support.

After an order has been placed:

• Helping customers track their deliveries to give them expected delivery times and dates.
• Liaising with couriers, if we need to raise a ticket for a missing or damaged delivery.
• Raising a return if a customer wishes to send a product back.
• Helping a customer if an item hasn’t been delivered or the wrong item has been delivered and making sure that they get a replacement as soon as possible.
• Liaising with our warehouse if we need to check products or orders.
• Being proactive and advising customers of any courier delays.
• Taking ownership of queries assigned to you and managing them through to completion, ensuring the customer is kept updated throughout.

The role is all about building strong relationships with our customers from the moment they need to order, to post sales support, if they need it. You’ll be supported by a network of sales, account management, administration, product management, technical and analytical functions.

We pay bonuses and rewards for achieving your SLA and KPI’s across a range of areas, so there is always the opportunity to excel and to be rewarded accordingly.

Experience & skills

Experience in looking after customers in an office/remote customer service role is essential.

• Passionate about delivering first-class customer service.
• Previously worked as part of a successful customer service team helping customers via multiple channels of communication.
• Highly organised with ability to work to deadlines.
• Flexible and enjoys working within a small, dedicated team.
• Excellent oral and written communication skills and worked within a telephone-based role.
• Great IT skills and experience with working from home.
• Experience with Freshdesk is a plus but not essential.
• Experience in dealing with couriers.

Job Type: Full-time

Pay: £24,000.00-£26,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Commission pay
• Performance bonus

Ability to commute/relocate:

• Croydon: reliably commute or plan to relocate before starting work (required)

Experience:

• Office based Customer service: 4 years (required)

Work Location: Hybrid remote in Croydon

Reference ID: CSR0623