Mewa
Customer Service Advisor
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Company & Role Summary
Mewa UK Textile Services Limited is part of the international Mewa Group, a trusted name in textile services since 1908. With more than a century of expertise, Mewa has grown into one of Europe’s leading providers of sustainable textile management, supplying innovative solutions to businesses across a wide range of industries. From industrial wipes and mats, our focus is on quality, reliability, and environmentally responsible service. PEOPLE. VALUES. MEWA.
At Mewa UK, we are proud to combine this rich heritage with a forward-looking approach that supports our customers’ needs today and tomorrow. Our values are built on respect, responsibility, and continuous improvement for our customers, our employees, and the environment.
We are committed to promoting equal opportunities in employment, and job applicants will receive equal treatment regardless of gender reassignment, marital or civil partner status, pregnancy or maternity, race colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. We strongly encourage applications from people of colour, LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.
MEWA UK TEXTILES LIMITED have a responsibility to ensure that all its employees have the legal right to live and work in the UK. Therefore, any offer of employment is subject to Mewa verifying Right to Work before the successful candidate starts work.
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Roles & Responsibilities
Decision-making and control function
- Process contracts for new customers and/or follow-up contracts for existing customers
- Check washing quantity statistics for cleaning cloth customers and initiating cloth stock taking where there are deviations or the customer has requested this
- Enforce prices in line with the Mewa UK price list
- Make suggestions about extensions to contracts and amendments to contracts based on whether this adds value
- Make suggestions on measures to increase profit, e.g. reducing costs
Planning and advisory function
- Review invoices and liase with the Finance department to ensure corrections are made
- Review washing quantities and factors relevant for a customer’s profitability (amount of washing and wear)
- Monitor customer usage to identify high-wear accounts and proposed suitable upsell solutions to improve service and revenue
- Cross departmental collaboration
- Support tour preparation and conduct follow-up activities to ensure a positive customer experience
- Evaluate tour response rates and recommend suitable measures where necessary
Executive activities
- Provide customers with great customer service
- Maintain accurate and up-to-date customer data ensuring data quality, consistency, and confidentiality
- Manage post-delivery service activities following initial customer use of wipes
- Systematically document data in CRM+ that is relevant for customer support in line with MEWA UK standards
- Communicate professionally with the customer in writing, on the phone and via the customer portal
- Follow all defined MEWA UK processes and offer suggestions for continuous improvement
- Expand the customer portfolio beyond core sales by promoting additional services
- Review invoices, process necessary corrections, and collaborate with Accounting to issue invoices and manage customer payment reminders
- Process departmental cancellations and proactively manage at-risk customers to prevent and mitigate cancellations
- Maintain high-quality, professional communication with customers via email, phone, and the customer portal, using approved MEWA UK templates
- Document and maintain knowledge base content, identifying opportunities to enhance FAQs through daily interactions
- Actively share knowledge with colleagues to support team effectiveness and service quality
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The Ideal Candidate
- Customer service experience
- Be organised and maintain the ability to prioritise and manage time effectively
- Have great attention to detail
- Have excellent telephone communication skills and be an active listener
- Have strong interpersonal skills and the confidence to communicate effectively both verbally and in writing
- Have the ability to stay calm under pressure
- Display a willingness to learn
- Be very familiar with the use of Microsoft Office software such as Teams, Word, Excel and Outlook, SAP would be advantageous
This role is office-based during probation, with hybrid working available for consideration upon successful completion of the probationary period.
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