Customer Service Advisor
Customer Service Advisor
This role plays a central role in delivering exceptional service to customers while ensuring the smooth processing of quotes and orders. Acting as a key link between customers, production and transport, the role ensures accurate information flow, timely deliveries, and effective issue resolution. It also includes providing basic first line technical support, helping customers understand products and resolve basic technical queries.
About this role
Customer Interaction & Enquiries - Proactively manage multi-channel customer enquiries, aiming for complete and timely responses within KPI targets, and striving for first contact resolution to enhance satisfaction and efficiency. Resolve order discrepancies, delivery issues, and product‑related queries promptly.
Order & Quote Management - Accurately process customer quotes and orders into the system and issue order confirmations within defined KPI timeframes, maintaining a ‘right first time’ ethos to ensure precision and efficiency
Production Liaison - Coordinate with production teams to confirm lead times, capacity, and any special requirements
Transport Coordination - Work with our internal transport department and our partners to schedule deliveries, resolve delays, and keep customers informed
Technical Assistance - Provide first‑line technical support, helping customers understand product specifications and troubleshoot common issues
Complaint Resolution & Claims Handling - Take ownership of customer complaints from recording to resolution, delivering outcomes within KPI targets and managing expectations with transparency and care. Facilitate claims and credits while engaging internal and external stakeholders to ensure seamless problem-solving
Relationship Management - Build strong, lasting customer relationships by delivering consistently professional and courteous service, reinforcing trust and loyalty at every touchpoint
Documentation & Reporting - Maintain accurate records, update CRM/ERP systems, and support internal reporting requirements
Continuous Improvement - Drive and support continuous improvement efforts to streamline processes, boost efficiency, and deliver an exceptional customer experience
Data Protection Compliance - Ensure full compliance with data protection regulations, upholding the highest standards of confidentiality and integrity in all customer and business data handling processes
Company Values & Leadership - Consistently exemplify Brett Martin’s core values and customer-first principles by modelling professional behaviours, fostering a culture of excellence, and encouraging best practices across all interactions
Ad-Hoc Support - Flexibly support wider business needs through the completion of ad-hoc tasks, including reception cover and other duties that contribute to smooth day-to-day operations
What you will need
Required criteria
- • Logical, efficient and effective problem solver
- • Excellent time management skills
- • Previous customer service experience in high pressure setting
- • Ability and willingness to learn
- • Totally customer focused
- • Can build effective relationships with customers and colleagues
Desired criteria
- • Previous experience or knowledge of industrial, construction or manufacturing industries
- • Awareness of Lean six sigma principles
- • Export experience
