Customer Care Associate

Role Overview

• Process customer orders efficiently and on time, proactively managing exceptions (backorders, delays, mis-deliveries).
• Log and track all customer queries and complaints in Salesforce, assigning ownership and chasing outcomes to meet KPIs.
• Provide end-to-end customer support for product chases, product information, and literature/document requests (phone/email).
• Own delivery service issue resolution (short shipments, damaged stock, late deliveries, backorders, mis-deliveries), completing complaint forms and liaising with couriers/warehouse.
• Manage returns, exchanges, rebates, and credits—investigate thoroughly, ensure adherence to T&Cs, and follow correct approval processes.
• Coordinate physical stock movements for returns and exchanges back to the warehouse, including checks on stock not suitable for resale and intercompany credit notes.
• Run, analyse, and communicate backorder reporting, including investigating date slippages and providing revised delivery updates (including Reward customers).
• Support audit and customer documentation needs, supplying packing lists, invoices, proof of delivery, and other required records with accurate customer/dealer codes.
• Handle product complaints and quality processes, logging in Smartsolve, processing returns received in the department, and returning stock to the warehouse within KPIs.
• Manage website and “Contact Us” channels, supporting account setup, login/password resets, product search assistance, rewards points/redemptions, cancellations/adjustments, and logging all interactions in Salesforce.

Requirements

• Professional with proven ability to build appropriate relationships with external key customers
• Demonstrated problem solving and decision-making abilities
• Able to work well within a team and calm under pressure
• Results orientated and Adaptable/willing to take on new tasks
• Able to prioritise workload and work to deadlines
• Displays initiative and enthusiasm for their role and company

Benefits

• Pension
• Private Medical Insurance
• Dental Cover
• Medical Cash Plan
• Group Income Protection
• Life Assurance
• 25 days holidays + your birthday
• Employee Assistance Program
• Free car park