Job Opportunities API

Performance Objectives Maintain an excellent standard of customer service, making sure to always go the extra mile to engage customers. Drive sales by upselling and cross-selling to customers and support the Sales Team with administration work required to grow existing accounts. Key Performance Indicators (KPIs) 1. Response Time 2. Customer Satisfaction Role, Responsibilities and Duties · Answer incoming calls, adhering to SLA’s and KPI’s · Shared responsibility for ‘sales inbox’ managed via the HubSpot system · Input and process emailed, faxed, website and EDI orders onto the CRM, booking in and responding to customers with confirmation, adhering to SLA’s and KPI’s · Process credit notes and invoices on the CRM and EDI · Release orders for the Warehouse Team to release at regular intervals · Handle, investigate and resolve customer complaints or major incidents in a timely manner, escalating if necessary · Manage seasonal pre-orders · Liaise with customers on the live chat, adhering to SLA’s and KPI’s · Set up new customer accounts · Follow through on delivery exceptions and notify customers as required · Drive sales by upselling and cross-selling to customers where possible · Regularly contact assigned customers by telephone and email to drive sales · Support the Sales Team with a variety of administration tasks