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> Customer Resolutions Adviser

Customer Resolutions Advisor

North West – Leeds

£22k pa plus bonus and benefits


Invigorate Recruitment is working with a global manufacturing business based near Leeds to recruit an experienced Customer Resolutions Adviser to join an expanding customer service team.


The Purpose of the Customer Resolutions Adviser :

  •         Proactively manage own work load, working towards any targets given and share responsibility for all office and administration duties.
  •         Provide appropriate solutions and alternatives whilst adhering to departmental SLA's.
  •         Support the implementation and development of any processes which improve the service provided to company customers.
  •         Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product knowledge and all other aspects of customer service.


Main duties of the role:

  •         Provide assurance as the main point of contact within the business for resolution to complaints/issues.
  •         Providing timely and accurate responses to build customer confidence with the company.
  •         Identification of the root cause of any complaint; ensuring corrective action(s) are established to prevent further occurrences. Seeking support of Quality dept. personnel if required.
  •         Responsible for logging and communicating corrective actions with relevant person(s).
  •         Assist management in recording complaints to accurately capture areas of improvement.
  •         Create and maintain SOP's as a result of any corrective actions implemented to ensure procedures are kept up to date and relevant.
  •         Responsible for providing returns authorisation and completing all relevant returns processes within SAP.
  •         Liaise with Sales Representative, where required, for any additional support with returns/credit authorisation.
  •         Escalate high value returns/credit requests to Sales Director and Customer Experience Manager.
  •         Responsible for raising credit notes within SAP in relation to: claims, returns requests and invoice errors.
  •         Communicate updates and feedback regarding reported issues to Account Representative(s) and Sales Representative where necessary.
  •         Highlight any significant demand changes to other depts. (Warehouse/Production Planning/SCM) which could cause capacity or stock/raw material availability issues.
  •         Liaising directly with couriers to resolve delivery enquiries/issues with all domestic shipments.
  •         Provide timely POD information to allow for payment of invoices / resolve disputes.
  •         Review margin report daily for pricing discrepancies and resolve with order processor and/or Sales Representative. 
  •         Regularly ensure there have been no cost of sale discrepancies transacted.
  •         Resolve invoice disputes upon receipt, from finance or from a customer directly, investigating the issue and completing the necessary corrective action(s) to resolve the dispute.


Skills and Abilities :

  •         Experience of working in a similar role
  •         Ability to effectively and confidently handle any occurrence of conflict; demonstrating active listening and empathy skills.
  •         Methodical approach to your work ensuring high accuracy of right first time.
  •         Critical thinking and problem solving skills are essential for effective decision making and delivering appropriate outcomes.
  •         Passion for continuous improvement; seeking new ways to best serve customers and encouraging a collaborative approach with colleagues to maximise potential.
  •         Demonstrates a high regard for due diligence and attention to detail.
  •         Strong technical aptitude to understand the range of products and services and utilise this knowledge to best serve the customer.
  •         Excellent cost management; ability to balance business profitability with customer expectations.
  •         Thrives at working under own initiative/minimum supervision; whilst having the humility and maturity to seek support. 


This is a forward thinking and successful business who believes it employees are part of its success