Customer Services Operator

The Role:

To be responsible for:

• Handling Customer Enquiries/Orders           
  • Handling enquiries from NMR Group customers/potential customers and the wider industry
  • Assisting company wide colleagues to provide the best Customer Experience
  • Deal with enquiries maybe via any media channel
  • Deal with issues and complaints within a timely and effective manner
  • Processing NMR orders
• Updating Company CRM System
  • Maintain an accurate account of all customer enquiries/contact
  • Gather and update customer information
  • Ensure logging of customer requests and requirements are accurate
  • Allocation of tasks to other colleagues to ensure best possible Customer Experience
• Administration
  • Administration tasks were required

This role will be salaried and will be office based at Harrogate. Your weekly hours will be flexible to cover from Monday to Friday between 08:00-17:30, to fit the needs of the business totalling your contractual 37 hours per week.

Essential Key Skills & Requirements:

• Ability to provide excellent customer service 
• Excellent interpersonal and communication skills
• Flexibility 
• Self motivation with a positive, can-do and enthusiastic attitude
• Ability to work effectively within a team and add value
• Attention to detail 
• Passion for delivering outstanding service
• Excellent PC skills to include Office 365

Preferred Skills & Requirements:

• Farming experience and knowledge of the dairy industry
• Problem solving skills

Key Responsibilities:

• To take and process orders for all NMR products
• To identify and assess the customers’ needs to achieve satisfaction
• Take full ownership for customer enquiries
• To be able to advise customers of the benefit of all NMR products and how the customer can order these
• To be responsible for maintaining and building positive relationships with customers
• To be responsible in handling a wide range of cases on a daily basis
• To ensure each query is resolved at the first point of contact wherever possible, where not possible escalate appropriately and ensure resolution is communicated to the customer
• To ensure the processing of leads and opportunities to the field team
• To take accountability for Health & Safety compliance in line with company standards
• To take accountability for GDPR compliance in line with company standards
• To promote NMR and assist at local and national events e.g. shows and farm walks
• To maintain effective knowledge of NMR products and services including the wider industry
• To stay updated on any changes in company policies
• To work closely with the team to ensure high quality service and continued business development
• To participate in additional projects as and when required
• To maintain accurate and timely records on the Customer Relations System
• To take and process customer payments ensuring compliance
• To undertake the production and analysis of performance reports