Customer Service Advisor (7273)

Customer Service Advisor

Hybrid Working Available – Based in South Wigston, Leicester (2-3 days a week in the office). Our Customer Service team is looking for a Customer Service Advisor to join our growing team and deliver a professional, credible and timely service which supports the needs of our customers, suppliers and stakeholders, and offers a best‑in‑class service with a single call resolution philosophy.

Responsibilities

• Provide remarkable customer service and drive customer loyalty through superior communication skills.
• Resolve customer issues promptly and accurately, liaising between the customer, branch network, sales communities and suppliers.
• Ensure pricing quotations are consistent, competitive and profitable, and that discount levels are processed within agreed SLAs.
• Upsell Cromwell products and promote product promotions with customers.
• Progress quotes with customers regularly, record outcomes in line with correct procedures and systems.
• Deal with customer enquiries effectively (applications, product, stock, invoices, PODs, returns handling, general enquiries).
• Facilitate requests for new account opening, catalogue requests and update contact details through correct channels, ensuring all orders are entered into the business system.
• Inform customers of insufficient stocks or back‑orders, advise substitutes or alternatives, and source products and availability where necessary.
• Inform customers if their account is on‑stop at order placement and work with Credit Control to resolve issues.
• Process payments and refunds for credit card orders in a timely manner, complying with PCI and GDPR requirements.
• Handle all customer complaints, bringing them to a satisfactory and timely conclusion in line with Customer Resolution Team guidelines.
• Maintain appropriate record systems, complying with document retention and data protection requirements.
• Maintain effective communication throughout all levels of the customer services function, keeping customers informed and building strong relationships.

Qualifications

• Previous customer service experience required.
• Basic sales skills preferred.
• Planning, time‑management and organisational ability, including the ability to multi‑task.
• Good computer application skills, including Microsoft Office.
• Experience with Salesforce and NICE in Contact preferred but not essential; training will be provided.
• Industry product knowledge useful but not essential.
• Flexibility and adaptability.
• Business and interpersonal communication skills.
• Attention to detail.

Benefits

• Competitive annual leave allowance with annual purchase scheme.
• Hybrid‑working opportunities.
• Monthly‑paid Customer Service bonus.
• Yearly company bonus.
• Group Personal Pension.
• Company‑funded Healthcare Cash Plan.
• Cycle to Work scheme.
• Commitment to employee development plans.
• 24/7 Wellbeing and Employee Support.

Equal Opportunity Employer

Cromwell is committed to being an Equal Opportunity Employer. We welcome applications from all suitably qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation or age. We also welcome applicants from the armed forces community (current and past) who meet the minimum requirements for the role.

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