Customer Service Assistant

Direct Manager: Campaign & Operations Manager
Full time position
£9.50 to £10.50 per hour depending upon experience, plus benefits
20 days holiday, plus bank holidays (28 in total)
42.5 hours (Monday to Friday 9.30am to 6pm, but may adjust depending on season).
Based at our head office in Bedminster Bristol

Out of Hand is an established design, print, distribution, and outdoor advertising specialist based in Bristol. We work with businesses and organizations of all sizes across the South West and Wales and have built a good reputation for providing high quality, cost effective and reliable services catering for the events and leisure sector.

The ideal candidate for this role will be hard working, conscientious, reliable, methodical, have attention to detail and be willing to get stuck in with making sure our clients have a positive experience and achieve the highest possible level of satisfaction. You will be organized, a good and confident communicator over the phone, face to face and via email, and feel comfortable using a computer. Flexibility is a must as the role is varied and the ideal candidate should also be happy to work both solo and as part of a team.

General:

The Customer Service Assistant is usually the first and last person to be in contact with all customers, therefore the impression created, and service given by this role is crucial as it strongly influences how customers will feel about Out of Hand Ltd. You need to know exactly how Out of Hand operates, what each employee and department is responsible for, and have the confidence and knowledge to ensure customers are routed to the correct individual with minimal fuss and ensure correct messages are taken / relayed whenever necessary.

Reporting to the Campaign and Operations Manager, you will be responsible for building customer relationships to increase spend, productivity and profitability. You will be expected to grow sales and maintain a supply chain to the customer, aiming to become the customer's preferred supplier. You will work as part of the internal team undertaking comprehensive Customer Service and Sales duties, whilst supporting the Campaign and Operations Manager, Senior Sales team and the production department.

Excellent organisational skills and competent PC skills are also required for administrational tasks and customer service duties. Ensuring that customers are dealt with in a prompt and professional manner, and that orders progress through the company efficiently following company procedures.

Responsibilities:

• Meet greet and respond to any customer / visitor enquiries, ensuring Reception is maintained to required company standards.
• Handle telephone and email enquiries, establishing needs and transferring to correct dept, taking and relaying full and correct messages when necessary.
• Investigate and solve customers' problems and handle customer complaints or any incidents.
• Assist with the tracking and courier collections/delivery when necessary, including the courier labelling.
• Keep accurate records of discussions or correspondence with internal / external customers and departments.
• Produce written information for customers, including order confirmation, sales quotes, invoices, tender documents, sales pitches, delivery notes etc using our internal operating system and other computer software.
• Deliver service excellence through timely response to customer enquiries generated through telephone, email, face to face and postal enquiries.
• Develop a relationship with key contacts at each account to maintain service levels.
• Identify sales and re-marketing opportunities for further business growth, research these where necessary, maintain records and feed back to team to maximise enquiries.
• Maintain and develop the company contacts database on the OOHB operating system, including database upload of approved company and customer price lists.
• Act as an ambassador of Out of Hand positively promoting the company to all outside parties including cross selling / introducing other product lines at appropriate points of contact in and out of the office.
• Send out marketing material and sales/sample packs with supporting correspondence logging and systematically following these up
• Establish cyclical contact with clients to make sure they have received our quotes and update recorded notes.
• Department filing (both paper and computer based) to include proof of posting.
• Assist with office recycling tasks and any ‘non clerical' tasks such as tea making, completing client orders, moving boxes, tidying up, etc
• Liaise with other staff to ensure the smooth running of each department and company as a whole.
• Maintain standards of personal presentation so that you represent Out of Hand favourably.
• Participate in the generation of ideas to the benefit of Out of Hand.
• Any other reasonable task required to ensure the success of Out of Hand.

Professionalism:

• Work in a professional and efficient manner at all times.
• Comply with all health and safety requirements.
• Observe all applicable legal requirements.
• Comply with Staff handbook and H&S manual and ensure vehicle logging is carried out correctly.
• Be courteous and helpful to all clients and other members of staff.