JOB DESCRIPTION
POST TITLE:APPRENTICE WORKWEAR CUSTOMER SERVICES ADVISOR
WEEKLY HOURS:37 ½
REPORTING TO:WORKWEAR TEAM LEADER
LOCATION:KINGSWAY PARK CLOSE, DERBY
JOB PURPOSE:Interacting with Workwear customers on a daily basis, promptly responding to all enquiries in a courteous and efficient manner.
Promoting Company products at every opportunity and applying exemplary customer relationship skills to promote a superior Company image.
DUTIES AND RESPONSIBILITIES:
- Demonstrate exemplary customer relations with all customers on the phone. Develop the ability and knowledge to provide prompt and accurate information, problem solving, receiving of orders, and effectively and sensitively handling complaints.
- Learn to effectively and accurately undertake the processing of both sales and purchasing orders.
- Learn to effectively set up product codes according to Company and system policy.
- Understand and be able to accurately and promptly prepare small Workwear quotations.
- Learn to complete the returns procedure in a timely and accurate manner, according to appropriate procedures.
- Learn to effectively chase outstanding orders and ensure delivery targets are met accordingly.
- Become responsible for all incoming calls to the department in respect of workwear enquiries, quotes, queries and complaints.
- Ensure appropriate literature is posted/emailed to customers and prospects in accordance with marketing guidelines.
- Develop the appropriate knowledge to confidently and clearly deal with customers who phone through initial enquiries and either deal with them directly or refer to Workwear Specialist if necessary.
- Work as part of a team and maintain good professional relationships.
- Take full responsibility for the satisfaction of customers with whom you liaise.
- Learn to undertakeprofessional outbound calls as and when needed.
- Always deliver outstanding customer service to both internal and external customers.
- Accurately and efficiently enter all customer information and transactions, ensuring the system is up to date at all times.
- Develop the knowledge and ability to respond to customer requests, questions and handle any customer problems in a direct and courteous manner, treating the customer with dignity and a positive attitude. Never leave a problem unresolved, and always ensure accurate and through communication with the customer.
- Serve as the liaison between the client and any relevant internal departments.
- Effectively participate in the smooth day to day running of the Irongate Workwear department.
- Attend relevant team meetings and training as and when required.
- Always provide a professional customer service to both internal and external customers.
- Ensure that quality standards are met within the department and feedback to the Manager where relevant.
- Be responsible for your own Continuous Professional Development.
- Demonstrate flexibility in responding to changes in demand.
- Ensure the total and absolute maintenance of confidentiality of data, documents and information which you may work with within your role.
- Abide by and embed all elements and standards of the Company’s Security Policy and procedures – alerting any possible non-conformity to the Incident Manager immediately.
- Ensure a safe working environment at all times, taking care of your own health, safety and welfare, and that of any other persons who may be affected by your actions or omissions at work.
- Comply with all manual handling regulations.
- Commit to and embed in all daily work activities the Company’s Core Values, being the Irongate Way: Responsibility, Communication, Delivery and Make a Difference.
- Always adhere to the Company’s Communications Policy.
- To adhere to all Company policies.
- Carry out any other reasonable duties as prescribed by the Manager or any of the Directors.
The Irongate Group reserves the right to alter the content of this Job Description to reflect changes to the job or services provided, without altering the general character or level of responsibility.
The duties described in this Job Description must be carried out in a manner which promotes equality of opportunity, dignity and due respect for all employees and service users and is consistent with The Irongate Group’s Equal Opportunities Policy.
The Irongate Group Ltd is a no smoking company.
This job description acts as a guideline to the responsibilities of the post holder and will be amended if necessary.
PERSON SPECIFICATION
QUALIFICATIONS:
Essential / Desirable- Maths and English level 2
- Will work towards NVQ 2 in Customer Services / Business Administration
- Willing to work towards NVQ 3 in Customer Services / Business Administration
KNOWLEDGE:
Essential / Desirable- Best practice customer service
- MS Office proficient – specifically Outlook, Word and Excel
- Order and supply processes
SKILLS:
Essential / Desirable- Excellent telephone manner and communication skills
- Effective time management skills
- Excellent attention to detail
- High level of interpersonal skills
- Excellent organisational skills
- Effective negotiating skills
- Confidence in abilities and knowledge
- Multi-tasking, working to various deadlines simultaneously
- Outstanding attention to detail
- Experience of the Progress ordering system
EXPERIENCE:
Essential / Desirable- Recent and relevant customer services and liaison
- Effective team work
- Working in a professional and busy environment
- Working with both internal and external customers on a daily basis
- Undertaking a proactive and exemplary role
QUALITIES:
Essential / Desirable- Customer focussed
- Quality focussed
- Effective team player
- Adaptable
- Excellent communicator
- Co-operative
- Positive about change / proactive
- Personable
- Confident
- Self-motivated
- Ability to work under pressure
- Ability to meet numerous deadlines
- Flexible
- Professional
- Assertive
- Sense of humour
Acknowledgement and acceptance of Job Description and Person Specification:
Name:
Signed:
Date:
JD & PS – Apprentice Workwear Customer Services Advisor17 September 2018