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Job Description JOB TITLE: Sales & Customer Services Advisor

DEPARTMENT: Sales & Customer Services

REPORTING TO: Customer Service Manager RESPONSIBLE FOR TEAM OF: N/A KEY PURPOSE OF ROLE: To provide an efficient and effective service to Customers, Sales Team and other internal & external customers. To ensure that all orders and associated paperwork are processed and dispatched in an accurate, timely and professional manner. Utilise resources, brand awareness, product quality, knowledge to achieve the best results for the company and its customers RESPONSIBILITIES OF THE ROLE:  Ensuring that the latest version of Procedures, SOP’s, Work Instructions and Controlled

Documents are used at all times and completed correctly.  Provide customers with professional, informed advice on the product range.  Dealing with, and / or allocating customer enquiries, ensuring they are closed with a

satisfactory response within 24 hours of receipt.  Receiving telephone calls and dealing with the customer enquiries in an efficient manner.  Inputting and processing customer orders. Including dealing with any related tasks, such as

advising the customer of any order amendments, delays or pricing discrepancies and raising accompanying paperwork i.e. Hardware Forms, Export Documentation etc.

 Ensuring that orders are activated for the Warehouse in a timely manner for receipt of Weights & Dimensions for issuing to export customers and or courier companies where applicable

 Daily management of Open orders, and coordinating the release of orders in a timely manner in liaison with Logistics and Operations. Informing courier companies and customers of dispatch dates. Updating Operation systems with relevant release dates.

 Record and manage customer complaints through to resolution using the correct procedure.  Filing and archiving all order documentation, and handling other department administration.  Processing internal paperwork such as Customer Returns Tracking Forms, and Product

Experience Reports.  Work constructively within the sales team by sharing information, ideas and opportunities for

the benefit of all.  Provide support to the commercial management team by providing key information regarding

prospects, gaining market intelligence, competitor activity and pricing.  Providing support to other departments and undertake any other duties when necessary. QUALIFICATIONS AND EXPERIENCE:  A minimum of 5 GCSE’s (or equivalent) at grade C or above including Maths & English.  Experience of working in a sales or telesales environment.  Good knowledge of Excel and other database packages.  Customer Service experience: min 1 year




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Line Manager’s Signature


Group Human Resources Manager Signature


Employee’s Signature

Employee’s Name (Print)




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