Wightman & Parrish | Certified B Corp ™
Customer Service Advisor
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Wightman & Parrish is an independent, family-run business, specialising in the distribution of cleaning & healthcare solutions based in Hailsham, East Sussex. With over 100 years of experience, our business works closely with our network of suppliers to leverage competitive pricing and innovative products supporting sectors including care homes, education, food and beverage, hotels and leisure and many other industries across the UK.
Are you someone who genuinely enjoys helping people? Do you thrive in a busy environment where every day brings something a little different? If so, we'd love to welcome you to our team.
We're looking for a Customer Service Advisor who enjoys delivering outstanding service to every customer. We have two roles available, one full-time and one part-time working Tuesday to Friday c.20 hours total.
What you'll be doing:
- Speaking with customers over the phone to build lasting relationships
- Processing customer orders accurately, taking pride in getting things right-first time
- Managing online customer chats
- Providing product advice and recommendations
- Handling enquiries from both business and retail customers
- Liaising with suppliers and courier companies
- Finding practical solutions when things don't go to plan
- Working closely with colleagues across Customer Service, Purchasing and Operations to deliver the best possible customer experience
What we're looking for:
- A positive, can-do attitude
- Excellent communication skills
- Someone who enjoys helping customers and making a difference
- Great attention to detail
- A team player who can also work independently
- Confidence using multiple systems in a busy environment
What we offer:
- Hybrid working – typically Monday to Wednesday in our office, Thursday and Friday working from home.
- Working hours: 8:30am – 5:00pm
- A friendly, supportive team where everyone works together
- Opportunities to develop and grow your career
- A varied role where every day brings something different
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If you're looking for a role where your contribution really matters and you enjoy delivering exceptional customer service, we'd love to hear from you.
Job Description
Job purpose
To deliver an exceptional customer experience by providing professional, friendly and efficient support across every customer interaction.
The Customer Service Advisor is responsible for processing orders accurately, resolving customer enquiries and delivery issues, building strong customer relationships and working collaboratively with colleagues and suppliers to ensure customers receive the highest levels of service. The role plays an important part in supporting customer retention, sales growth and the overall success of the business.
Duties and responsibilities
Customer Service
- Deliver exceptional customer service by telephone, email and online chat
- Build positive, long-term customer relationships
- Take ownership of customer enquiries from first contact through to resolution
- Resolve complaints professionally and efficiently
Order Management
- Process customer orders, returns, credits and customer interactions data entry accurately
- Monitor back orders and proactively recommend suitable alternatives
Collaboration
- Liaise with Purchasing, Operations, Sales and suppliers to resolve stock shortages and delivery issues
- Work with courier partners to resolve transport queries
- Support colleagues across Customer Service and Internal Sales when required
Continuous Improvement
- Identify opportunities to improve customer experience and processes
- Keep product and industry knowledge up to date
Qualifications
- Ideally three years’ experience in a similar role
- GCSE or equivalent education / NVQ Customer Service
Skills
- Excellent verbal and written communication skills (especially telephone) and an ability to anticipate the needs of Customers
- Problem solving skills, can remain calm and professional when busy
- Experience using ERP or CRM systems (such as Business Central, SAP, Sage or similar) would be advantageous
- Able to prioritise workloads, manage multiple tasks and remain calm when busy
- Organised, efficient and strong attention to detail
- Self-motivated, proactive and able to work on their own initiative
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Personal Attributes
- Positive and enthusiastic approach
- Flexible Team Player
- Customer focused, takes ownership of issues
- Reliable and dependable
Working conditions
Place of work is the office. There is the option for home working where necessary, should this suit the needs of the business.
Company Values
Every member of the Wightman & Parrish team adheres to the following brand values:
- Integrity - We act with integrity and do what we say we will, with our Customers, our Suppliers and each other
- Collaboration - We collaborate with each other, our Customers and our Suppliers looking for the best outcome for everyone and the environment
- Improve - We aim to improve what we do and how we do it, by learning and developing as people and as an organisation
- Care - We care about what we do and for our people, our Customers, our Suppliers and our environment
- Respect - We operate in a manner so that we can be trusted and respected by each other, our Customers and our Suppliers
Key Success Measures
- Deliver excellent customer service and positive customer feedback
- Achieve departmental order accuracy targets
- Meet agreed service level agreements
- Resolve customer issues promptly and fairly, taking ownership through to conclusion
- Build strong working relationships with customers and colleagues
- Contribute to sales growth through excellent service and product knowledge
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