Customer Service Specialist B2B

Job title: Customer Service Specialist B2B

Department: Customer Service

Location: Harwell, Oxford – office based 3 days

Reports to: Customer Service Team Leader

Direct Reports: N/A

Job Details:

To work closely with our Area Managers, Finance, Product, and Warehousing and Logistics teams to support the delivery of a best-in-class customer service to our B2B retailers.

This includes responsibility for customer order processing across multiple systems, responding to tickets and managing queries in a timely and accurate manner via phone and email.  This is within an agreed KPI framework.

Day to Day Responsibilities:

• Work closely with the Senior Customer Service specialists and Team leader to ensure all processes are correctly adhered to in order to resolve a variety of customer service queries.
• Build a relationship with and co-ordinate closely with the Area Managers and Finance to best service customers, predominately of a defined region.
• Pro-actively build relationships with Key Accounts, to maximise order book and deliver goods efficiently.
• Manage order book predominantly for a defined region of accounts, maximising timely shipments and communicating live items as required to customers.
• Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
• Provide guidance across the Elastic ordering process when required.
• Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
• Work within KPI framework as defined by Team Leader.
• Utilise a variety of software programs to resolve customer queries and manually complete orders when required.
• Perform daily order checks to ensure orders from Elastic are processing correctly into the back-office systems and identify potential issues.
• Support colleagues, team leader and Customer Service Manager as and when required.
• Participate in all other duties and special projects as assigned.

About You:

• Passion for providing exceptional customer service.
• Positive and team-oriented attitude.
• Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
• Capacity to multi-task and shift focus as required, with an excellent sense of prioritisation and timekeeping.
• Organised, detail-oriented, and proactive.
• Strong interpersonal skills and articulate in both verbal and written communication.
• Proficient user of IT systems, including MS Office.
• Working knowledge of SalesForce Service Cloud is an advantage.
• Ability to make sound decisions with a strong sense of urgency.
• Ability to establish and build strong communication with other departments and customers.
• Experience working with SAP is desirable.

Values:

Our values are ingrained in everything we do at Ariat and we believe this is what drives our success as individuals, as teams and, overall, as a Company.

Innovation - Be bold and adventurous and try new things.  Constantly challenge how you can create change for the better.  Learn from the past and don’t let it limit you.

Integrity - Do the right thing because it’s the right thing to do.  Say what you mean and do what you say.  Build trust through consistency, dependability and honesty.

Quality - All work matters.  Be proud of your work and strive to have it reflect your best and the best of Ariat.

Respect - Communicate openly, directly and constructively.  Recognise different perspectives and listen with an open mind.  Be thoughtful in how you show up and interact with others.

Teamwork - Create fun and joy and contribute to the Ariat family spirit.  Focus on people’s strengths.  Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it.

Benefits:

• Private Medical Insurance
• Life Assurance
• Critical Illness Cover
• Employee Assistance Programme
• Health & Wellbeing Points Scheme
• Cycle to Work Scheme
• Company Bonus Scheme
• Employee Purchase Scheme
• Employee Referral Programme
• Birthday day off
• Holiday Purchase Scheme
• Bring your dog to work scheme
• Employee Volunteering policy
• Working from a different location policy
• Free onsite Parking including 2 electric charging points