In the role of Customer Services Advisor, you will be representing the company and supporting the sales administration office by taking and processing customer orders as well as coordinating the hire function.  We are looking for an individual who is skilled at building up strong and positive relationships, excellent organisational skills, with the ability to always deliver a positive customer experience at every touch point.

We can offer the opportunity to join an established and growing team where you’ll have the opportunity to develop your career with us.

This is an exciting opportunity to join a growing family-owned business with an excellent reputation in their field.

Steve Vick International (SVI) is dedicated to delivering cost-saving, innovative solutions for damaged, redundant, or outdated underground pipework. Since its foundation in 1981, SVI has been at the forefront in developing products and techniques for the repair, renovation and decommissioning of pipes. Predominantly our work has been in the gas industry but increasingly we are undertaking projects in the water and nuclear sectors.

Role:                                                     Customer Service Advisor
Responsible to:                                  Customer Service Manager
Works with:                                        Sales & Marketing Director, Accounts team, Engineering team and wider business
Job Type:                                            Permanent, full time, Monday to Friday, 8:30 – 17:00 37.5 hours per week
Salary:                                                 Competitive range DOE

You will:

Hire

Be responsible for coordinating plant hire which entails keeping track of live hires and managing the returns process. Working closely with the engineering department, you will be the primary contact for all hire enquiries. This includes:

• Discussing customer requirements and helping to confirm the type of plant required and price information
• Process hire orders using our internal ERP system and communicate relevant information to our engineering department
• Ensure all records relating to plant equipment are kept up to date and accurate
• Liaise with external couriers to coordinate hire movements
• Maintain an accurate record of hire periods and manage the collection for off hired plant
• Provide the customer with critical documentation, such as LOLER certificates and user manuals where required
• Work closely with the engineering team to ensure all requirements are delivered and records are accurately maintained.

Sales

 Be responsible for a broad range of sales administrative duties including:

• Quotations, including follow ups where required
• Provide parts and price lists
• Process sales orders using internal ERP system:
  • Picking lists for production
  • Order confirmation
  • Delivery notes
• Invoices, including use of customer portals such as Ariba and Tradex
• Credit notes
• Take credit card payments
• Working closely with the Accounts team, take an active role in end of month sales processes
• Ensure calls are answered in a timely and professional manner, acting as a first point of contact for general calls and enquiries, together with welcoming direct visitors.
• Maintain excellent knowledge of our portfolio of products and services to understand customer requirements.
• Be able to answer questions about our product range via telephone, email and in person.
• Resolve and troubleshoot sales orders and enquiries.
• Manage couriers for incoming and outgoing shipments.
• Generate daily order reports and weekly status reports on all outstanding orders.
• Help create and maintain parts and price lists.

Export

• Offer our export customers/distributors the same high level of customer service and support as our UK customer base.
• Work closely with both our technical support team and third party couriers to complete export paperwork, ensuring efficient delivery of goods worldwide.

General

• Continually review processes to drive efficiencies across paper-based systems and work on reducing overall office stationery costs.
• Assist with recording and building a customer intel database alongside the wider team including technical support and marketing.
• Provide customer feedback and intel to line manager and the senior management team to help shape business decisions.
•   Offer consistent and high-level administration support to technical support, customer service and marketing teams.
• Help to build positive working relationships with external contacts.
  Work with wider teams and communicate relevant messages.

About you:

• With previous customer service and sales experience, you will enjoy talking to our customers and using your problem solving abilities to get the right solution for them.
• You can think practically and logically, producing high quality work and overcoming issues to meet deadlines.
• You have relevant experience of dealing with the export process or be open to training in this area.
• You must be able to demonstrate a true passion for exceptional customer service and a professional outlook to business, operating in harmony with one of our core business values by making our customers your priority and delivering a level of service you would be proud of.
• Most importantly you will be able to establish a good working relationship with both customers and colleagues, working as part of a team to support and share the workload.
• You will be able to communicate a wide range of information clearly and effectively, and influence at all levels of the business.
• You must be IT literate across MS Office, Excel and Outlook; previous experience of ERP software would also be beneficial.

What we can offer:

A competitive salary, 25 days holiday plus bank holidays with an incremental holiday package, workplace pension scheme with matched contributions up to 7.5%, income protection, life assurance, Employee Assistance Programme, Charitable Giving scheme, cycle to work and tech schemes.

To apply please send an e-mail to Louise Clayton (louise.clayton@stevevick.com). Applications should include a cover letter outlining suitability for the role, together with an up-to-date CV.