Customer Service Executive (Temp to Perm)
Full-time
Senior Executive
25 Lea Rd, Waltham Abbey EN9 1AS, E...
7 months ago
Job Title: Customer Service Executive (Temp to Perm)Department: Client ServicesReporting to: Customer Service Man.....
Job Title: Customer Service Executive (Temp to Perm)Department: Client ServicesReporting to: Customer Service ManagerLocation: Delta Group Head Office
About The Delta Group
The Delta Group is committed to service excellence in-store, outdoor and online. We are dedicated, knowledgeable and client focused people who aspire to make a difference every day. We value the long-term partnerships we have with our clients and work collaboratively to lead effective change and empower your strategic goals. Our clients operate in an increasingly complex world and must constantly evolve to meet the dynamic needs of retailers, e-tailers and consumers. Our services – comprised of three units: Creative, Display and Technology – are designed to reduce the complexity of international marketing campaigns across multiple markets and languages whilst maintaining consistency, increasing localisation and responsiveness.
Job Overview
The Customer Services Executive works as part of Delta Group’s Customer Services Team in assisting clients with delivering POS materials, fulfilling campaign orders, managing library stock and maintaining the platforms and systems that supports these services.
The Customer Services Executive will be a hybrid role based at D25, working with teams throughout Delta Group as well as with clients and their outlets, communicating by phone, e-mail and other messaging platforms (including Zendesk), to receive orders and resolve customer enquiries. Other duties such as making outgoing calls and client specific admin tasks are required. In all relationships and communications the Customer Services Executive reflects the company’s professional image at all times.
Key Responsibilities
Update & circulate dashboards to report campaign and library performance
Become familiar with the client, their marketplace, campaigns and requirements
Maintain internal and external relationship with the client and their Delta contacts
Invoicing of client accounts within specified timeframes
On-boarding new store openings into the business
Establish a high level understanding of the management systems i.e. Workstream & MPDo
Identify and flag urgent and high profile orders and requests
Resolve queries, escalating appropriately when required
Support the team with knowledge and experience helping resolve issues
Help colleagues manage their workloads
Maintain the integrity of processes
Propose improvements to ways of working
Ensure relevant client contractual SLAs and KPIs are met or exceeded
Any other reasonable duties as instructed by your Line Manager / Director
Knowledge, Skills and Experience
Understanding of Customer Service Expectation
Excellent communication skills, both internally and externally
Excellent organisational skills
Able to multi-task and prioritise own work
Accuracy and attention to detail
Ability to work under pressure and to tight deadlines
Experience of direct client communication
Able to act on own initiative and possess a ‘can do attitude’
Have a proven track record of delivery
Strong MS Office skills, especially Excel
Create schedules and distribute to all parties involved in a project
Collaborate with Delta departments on production and print requirements
Behaviours
Strong team ethic
To be known for ‘making things happen’ through great service.
A pro-active and ‘can do’ attitude
We have to ensure we are jargon-free, that our first answer is ‘yes, we’ll make it happen’ and that we make it easy for our clients to understand what we do and how we add value.
Can look at existing situations and problems in novel ways and come up with creative solutions.
Is able to get a message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information
Primary Objectives
Stock:
Regular dead stocking
Stock rotation
Reporting
Manage goods in & out issues
Client data:
Update data bases
Verify data integrity
Maintain a deep knowledge of clients
Account Invoicing
Orders:
Accurate placing
Monitoring
POD reporting
Issue resolution
Official account of Jobstore.