To provide an exceptional customer experience during every customer interaction, across multiple contact channels, whilst striving to exceed personal and team targets.
Key Responsibilities
- Deliver or exceed your personal customer excellence targets daily.
- Deliver exceptional customer experiences, whether the interaction is your first or last of the day.
- Interact with customers in a professional, helpful, polite, and friendly manner to place their orders and answer any queries.
- Strive to learn and retain strong product knowledge, whilst focusing most attention on our own brand products
- Find opportunities to deliver on customer needs whilst optimising revenue for the business.
- Process customer orders efficiently and accurately.
- Keep up to date with the latest stock levels and offer alternatives where feasible.
- Provide customers with proactive updates on orders we have been unable to fulfil from their order.
- Use your knowledge and initiative to find solutions to problems customers face with their orders.
- Work closely and collaboratively with all internal NVS stakeholders to resolve customer challenges,
- Develop and maintain strong relationships with depot managers and drivers.
- Provide customers with updates regarding order queries, deliveries and returns.
- Create RMA’s for customers.
- Raise credit notes and re-invoice goods as required on Customer orders.
- Provide customers with requests for copy invoices / credit notes.
- Assist the Returns Department with processing the paperwork for credits.
- Proactively find and recommend improvements to our customer experience and processes.
- Look for opportunities to upsell or cross sell products to customers.
- Undertake other reasonable duties as required by the role.
Personal attributes
- O Level or GCSE grades C or 5 and above in Maths and English
- Can do, positive and constructive attitude.
- Accepts targets as a challenge and strives to beat them.
- Excellent telephone manner
- Strong written skills
- IT literate and confident as a user of digital/electronic systems
- Able to demonstrate high levels of customer service excellence.
- Flexible approach to working hours.
- Excellent attendance and punctuality
- Can prioritise conflicting workloads at peak times without it affecting performance.
- Experience of managing demanding expectations and handling difficult conversations
- Ability to remain calm under pressure and find solutions to problems.
- Ability to manage sensitive and critical customer information.
- Knowledge of the veterinary industry would be an advantage.
- Enjoys working in a close team environment.
Applicants should be aware that in line with our Drugs and Alcohol policy we reserve the right to conduct random drug and alcohol tests.
NVS Group is committed to equality of opportunity and this underpins our employment and recruitment procedures. We use objective, job-related criteria when making appointment decisions and our selection criteria is based on skills, experience, qualifications, and an ability to do the job.
Due to the large number of applications, we receive, we regret that we will not contact candidates that have not been selected for interview. If you have not heard from us within 2 weeks, you should assume that you have not been successful on this occasion.
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