JOB DESCRIPTION
Job Title: Customer Service Administrator
Area: Head Office Acton.W3
Brand: The Organic Pharmacy
Reports to: Sales/Marketing Manager
Department: Customer Service
Job Scope
The Customer Service Adviser role is a fundamental role in The Organic Pharmacy, as you will be responsible for dealing with mail /Web, Stockist , Distributor and customer queries. You will be serving our customers, identifying and successfully promoting products that would be of value over the telephone and via email.
Must have a minimum of 2 years customer service experience.
Preferably within the beauty industry. Preferred experience
SAGE 50 or 200
Key Job Responsibilities
Customer Service
○ Maintain a high level of knowledge which will enhance the clients experience
○ Demonstrate a service attitude that exceeds expectations
○ Be able to promote the Beauty and Health clinic products and services
○ Maintain a high level of product and service knowledge of our brand
○ Maintain fresh, effective programs to consistently retain and grow customer base
○ Develop and maintain compensation guidelines for customer complaint handling with authorisation from Sales/Marketing Manager
○ Providing help and advice to customers using The Organic Pharmacy products or services
○ Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by in-store staff
○ Issuing refunds or compensation to customers with final authorisation given by Senior Managers
○ Obtain and evaluate all relevant information to handle inquiries and complaints
○ Input of Purchase Orders and Stockist invoices
○ Assist senior managers. Duties will include helping accounts department and Operations when needed
Mail order and Web orders
○ Assist in activities of taking customer orders for products and merchandise by telephone, email or by letter
○ Consults with sales, technical, shipping, or administrative staff and telephone, email or writes letters to answer or advice customer.
○ Reviews completed orders for errors or omissions
Stockists and Distributors
Ensure order protocol and turnaround time is followed
Build and maintain a productive relationship with each account.
Manage customer orders from start to finish with each account.
Pro forma to final dispatch, following up with any discrepancies.
Maintain an open and productive line of communication with all customers.
Giving customers live up dates on development and stock issues.
Documenting all orders clearly and using relevant notes and references on live orders.
Ensuring despatch time lines are met.
Highlight all relevant issues to Head of Sales and Warehouse Operations Manager.
Complete the spread sheets documenting the timelines for each order.
“Owning” the customer care for each account.
Communication
○ Communicating courteously with customers by telephone, email and letter
○ Producing written information for customers, often involving use of computer packages/software
○ Reporting back to Store Managers on areas of staff and store improvements to ensure high standard of customer service
Record keeping
○ Keeping accurate records of discussions or correspondence with customers
○ Analysing statistics or other data to determine the level of customer service at The Organic Pharmacy is providing
○ Developing feedback or complaints procedures for customers to use
Self-Management
○ Comply with our brand regulations and provisions contained in the employment handbook
○ Comply with timekeeping and attendance policies
○ Actively participate in training and development programs and maximize opportunities for self-development
General
○ Comply with the company corporate code of conduct at all times
○ Familiarise yourself with the company vision and values which link to our desired behaviours that we expect all employees to display
○ Desire and ability to improve your knowledge and abilities through on-going Training.
○ Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
To apply. Send a covering letter and CV.