Customer Service Assistant

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  • Location

    Basildon, Essex

  • Sector:

    Aerospace and Defence

  • Job type:


  • Salary:

    Rate on application

  • Contact:

    Warren Mantle

  • Contact email:


  • Job ref:


  • Published:

    12 months ago

  • Duration:

    5 Months

  • Expiry date:


  • Start date:


  • Client:


Customer Service Assistant

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.

Skill Set:

* 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


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.