Helpline Operator

You will work as part of a dedicated team and your duties will include:
• Process all orders received by email and telephone promptly and accurately.
• Ensure all order received are processed and despatched within the SLA
• Action special delivery request, book couriers and provide PODs for the client
• Answer all email and telephone calls in a friendly professional manner
• Resolve all order queries and ad- hoc queries escalating where necessary
• Liaise with Account Teams and other departments to ensure all helpline queries are resolved and any stock queries are communicated.
• Process all incoming stock pre advices when required – checking all details on booking in form are correct, information is transferred onto Red Prairie Stock Management System
• Produce labels and upload DNA images when required
• Provide helpline reporting information and assisting Account Manager with helpline reporting when required
• Carry out store surveys post promotion
• Log all enquires on a daily helpline log
• Complete ad hoc internal and external reports as required
• Handle client disappointment or complaints professionally and effectively
• Work with other departments to help deliver continuous improvement initiatives that drive cost & process efficiencies
• Set an example to the rest of the team ensuring positive attitude and excellent working relationships within the team
Carry out ad hoc duties when requested by line manager
Key Skills
• Proven history in a customer service environment – Desirable
• Understanding of logistics and stock management systems – Desirable
• High degree of computer literacy
• Proficient in Microsoft Excel
• Red Prairie Knowledge – Desirable
• Excellent communication skills
• Excellent organizational skills
• Ability to adhere to deadlines
• Reliable and flexible
• Conscientious and Confident
• Customer Focused