Customer Service Assistant

  • Location

    Basildon, Essex

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Harry Boucher

  • Contact email:


  • Job ref:


  • Published:

    7 months ago

  • Expiry date:


  • Start date:


  • Client:


Job Scope & Responsibilities

This position functions as the primary contact for customers. It is also the primary function for order processing / dispute management.

CSRs are responsible for ensuring customer satisfaction, by working as the primary communication link between the customer and internal departments.

The role will include, but not be limited to, the following duties: -

Call Management:
* Answering inbound calls using ACD system (Avaya)
* Facilitating reporting by correct use of AUX Work code and Call Work codes
* Verbal Order Processing
* Verbal enquiries and complaints
* Investigating and resolving delivery discrepancies by liaison with NDC and 3rd party carriers
* Ad-Hoc outbound calling
* Checking/Quality audit
* Referring customers to Technical Sales and Service Department

Order Management:
* Processing orders using Esker Document Management and SAP software
* Price Checking
* Ad-Hoc outbound calling
* Liaison with Finance and Commercial Support
* Order amendments and cancelations
* Order progressing
* Order rejections
* Checking/Quality audit
* Raising of PPRs (inhouse complaints system)

Email management:
* Manage customer emails via outlook & Salesforce.com
* Respond within timely manner (less then 24hrs)
* Confident on managing & responding to high volume of daily emails
* Checking/Quality audit
* Be able to compile a clear & concise email to both internal and external customers

Account Management:
* Full ownership of customers orders from enquiries to orders being placed and if needed disputes being logged and managed.
* Proactive approach to managing a constantly changing work load
* Being the first point of contact for a set account base.
* Feeding back to area leader of orders that have potential not to be shipped in a set month.

KPI's and SLA's:

* 98% of all calls answered
* 73% availability
* 99.8% order entry accuracy
* 100% of orders entered received before 16:00

Personal Specification

* Team player, able to take responsibility and accountability for own and team targets
* Excellent communication skills
* IT Literate
* Strong Microsoft Office (Excel, Word) skills
* SAP and Esker Documents Software desirable but not essential


The job requires excellent communication skills, both written and verbal. The role demands an exceptional customer focused and professional approach that must be consistent to both internal and external customers.

There are 2 roles available
Position 1 - Temp to perm, hours 9-530
Position 2 - 10 month contract, hours 830-5