Customer Service Advisor

Scolmore Group; where opportunity meets innovation and success is a tradition. Join us on our journey as we build not just careers, but a family of driven individuals committed to excellence. Discover how you can make a difference and grow with us.


About the Role

We are seeking a Customer Service Advisor to join our Ovia team, working with the wider Customer Service Team, providing excellent service, dealing with all queries, processing all orders, and offering administration support to Area Sales Managers.


Main Duties

• Overseeing assigned accounts, offering full support to customers and External Sales Managers, dealing with any requests they may have
• Answering reception switchboard overflow for the head office Scolmore group companies
• Taking inbound calls and dealing with all enquiries from our customers/ the external sales team (ASM’S)
• Taking phone calls from end users
• Input wrap up code info for each call
• Processing internet orders using Sage and our internal programme Lara
• Processing email orders using Sage and our internal programme Lara
• Filling all paperwork on to our in-house archive system
• Processing product sample requests
• Preparing quotes
• Preparing lighting schemes
• Monitor customer back orders, forward orders and call off orders
• Maintain customer information on CRM/LARA ensuring that all contact information, main contact names etc are kept up to date
• Providing information on part numbers etc. and some basic technical details
• Maintain good product knowledge (training will be provided)
• Setting up customers for online ordering
• Administration support for Area Sales Managers
• Dealing with the carriers, chasing deliveries, obtaining POD’s,
• Key account outbound courtesy calls
• Updating excel spreadsheet key account data for management reports
• Logging and processing warehouse discrepancies
• Regularly communicating with Ovia admin, Ovia returns and other Scolmore group departments (Commercial, quality, bespoke, marketing, technical)

Essential Skills and Experience

• Be personable and approachable and above all have excellent customer service skills, offering the best personal service at all time
• Be able to deal with difficult customers always remaining calm and professional
• Have the initiative to find a resolution to any problems that may arise
• Work equally well in a team as well as being able manage their own workload and effectively manage their own time
• Be accurate and efficient at all times
• Have basic knowledge of Word, outlook, Excel and Sage would be beneficial but full training will be given