Customer Service Representative - Nigel Wright Group : Job Details

The RoleWe are delighted to be supporting a well established and fast growing business, located in Cramlington, with their search for a customer service representative.Key responsibilities:

• Liaising with all customers, consumers and our Sales team via phone and email, providing an efficient and professional after-sales service.
• Providing exceptional service to each customer by focusing on meeting their needs through courteous attention to detail and timely follow-up on all requests and issues.
• Collaborating with the Customer Service team to ensure we are providing exceptional service to our customers and consumers.
• Actioning calls and emails for stock returns due to order errors or picking errors, liaising with customers, sales and the warehouse team as needed.
• Processing returned goods onto the SAP system.
• Actioning calls regarding faulty products and liaising with customers, consumers, and service centres.
• Raising correct actions on the system, to include writing off credits for faulty goods or raising replacement orders under the Hardy warranty.
• Liaising with the warehouse and obtaining credit approval from management where needed.
• Liaising with Service Centres regarding spares and repairs.
• Arranging collections from customers for delivery to the warehouse, service centres or
• Cramlington office.
• Updating the After Sales database, spare part catalogue data, online exploded views, etc.
• Physically sorting incoming parcels such as, repair requests, Hardy warranty claims, customer returns etc.
• Updating SAP local master data for After Sales Services (SKU location, etc.)
• Carrying out a variety of administrative tasks to support the After Sales team.
• Working closely with the Customer Service & Marketing team in supporting with the upkeep and maintenance of the UK showroom.
• Working closely with the Customer Service & Marketing team in planning and logistics of shows/events that may take place.
• Assisting the Senior After Sales Assistant with manual handling, for example, taking deliveries at the office, loading boxes for the warehouse, and loading equipment for trade shows.

The PersonSkills/Attributes:

• A solid educational background is required.
• 1-2 years of similar customer service experience is essential, with experience in a similar customer service environment being beneficial.
• Excellent written and verbal communication skills are essential.
• Knowledge of the fishing tackle industry and products is desirable.
• A good working knowledge of Excel, Word and Outlook is essential with working knowledge of SAP being advantageous although training would be provided.
• Experience of carrying out repairs on fishing tackle equipment is desirable, although training will be given.
• The ability to communicate effectively with colleagues, our customers, and consumers is essential.
• A keen interest in the fishing industry, either working or hobby.

Next StepsPlease contact for further details.