Senior Customer Service Advisor

BG Automotive; Stratton St. Margaret; On-site; GBP 25,000 - 35,000; Full time

Job description

Job Summary
BGA are looking for a talented individual to develop and provide excellent service to new and current customers. The Senior Customer Service Advisor will be responsible for working with all areas of the business to maximise the distribution of the BGA brand while also covering the Customer Services Manager when required. The successful candidate must possess a hands-on attitude regarding problem solving, be a good multitasker, and have a willingness to learn at speed.

Key Responsibilities:

1. Assist with answering all incoming telephone calls in a professional and competent manner over busy periods.
2. Make outgoing calls to customers regarding queries.
3. Respond to internal and external enquiries via email and phone in a timely manner.
4. Input UK and Export orders via email, over the phone, and our electronic ordering system.
5. Manage and update customer accounts including new accounts in our internal and WMS system.
6. Manage the DPD dashboard daily.
7. Work closely with UK and Export Sales, Product Management, and Marketing to maximize the distribution of the BGA brand.
8. Keep the CRM and Smartsheet updated and work with reports on Power BI.
9. Support the Customer Service Manager with any other duties and manage their workload while on vacation. This includes:
10. Working closely with the UK and Export Sales Teams to produce accurate monthly forecasting vs budget for reporting purposes.
11. Monitoring and adjusting the forecast throughout the month to keep the Sales Team updated on monthly goals.
12. Dealing with Export documentation for shipping and customs clearance.
13. Developing strong business relationships with new and existing accounts to ensure a successful trading future in the local market.
14. Following up on actions from meetings with potential customers and following up internally on the information.
15. Updating and following up tasks in the CRM.
16. Working with the warehouse to ensure any stock discrepancies are dealt with in our internal systems and customers notified.
17. Ensuring any special terms agreed by the Sales Team are updated for invoicing purposes.
18. Managing in-house account special orders.

Training & Experience

Essential:

1. Experienced in using MS Excel for reporting.
2. Experience in Outlook and Word.
3. At least 5 years' experience in a Customer Service role.
4. Experience and confidence to communicate with customers and prospects over the phone.
5. Confidence to obtain information and sell to customers and prospects.
6. Experience in using a CRM system, Smartsheet, and Power BI.
7. Experience in communicating with Director Level Management.

Desirable:

1. Experience within the automotive aftermarket sector.
2. Experience in Export Documentation.

Knowledge & Personal Skills

Essential:

1. Fluent in English.
2. Confident communicator with senior experience in Customer Service.
3. Highly motivated.
4. Team player, able to build strong relationships.
5. Exceptional time management skills.
6. A genuine passion to develop the business.
7. Ability to represent BGA in a professional manner.
8. Sales attitude.

Desirable:

1. Multilingual skills.

What We Offer You:

1. Competitive Salary: We're open to tailoring the job offer to fit your skills and experience.
2. Environment: Work from our modern Swindon offices.
3. Growth Opportunities: Be part of an ambitious, fast-growing company.
4. Supportive Team: Join a close-knit group that values fresh ideas, innovation, and teamwork.
5. Workplace pension.
6. 28 days holiday (including bank holidays).
7. On-site parking, drinks & fruit complimentary, service gifts for 5, 10, 15 plus years.
8. Increased holiday for long service.

The role is based in our Swindon office and will require working in the office Monday to Friday - 9am to 5.15pm.