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

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