Permanent
Based in Milton Keynes
Full Time
£24,500 - £25,000 pa

Based in Milton Keynes, our client are an independent retailer, offering steady growth and a friendly environment to work in. You will be part of a busy Ecommerce team, utilising both customer service and administrative skills.

Due to company expansion this role involves processing online orders, managing customer interactions via phone, chat, and email, ensuring smooth coordination between suppliers, partners, and their network of centres across England. The ideal candidate will be proactive in resolving stock issues, managing order processes, and ensuring excellent customer service.

Key Responsibilities:

• Order Processing & Coordination
  • Handle sales received on our clients websites, from order receipt through to arranging delivery to their centres
  • Process fitting appointments received via third party partners, organising diary bookings and liaising with customers, suppliers and partners.
  • Keep centres updated with their latest bookings.
• Customer & Partner Communication
  • Engage with customers providing professional and friendly support.
  • Answer customer queries about products and services, ensuring their needs are met and expectations exceeded.
  • Communicate with suppliers and partners to resolve stock issues, order discrepancies, and delivery concerns.
• Stock & Returns Management
  • Identify and resolve stock related issues, ensuring correct orders are placed and fulfilled.
  • Process returns and collections from initiation to completion, coordinating with relevant parties.
• Appointment Making:
  • Calling existing customers to book appointments for sales or services.
  • Following up on leads from marketing campaigns, website enquiries and past customers.
  • Maintain reporting and record interactions and tracking on the CRM system
  • Ensure booked appointments are confirmed and followed up with reminders.

• Converting Quotes:
  • Following up on issued quotes via phone, email or chat to secure sales
  • Understanding customer requirements and offering tailored solutions
  • Highlighting key benefits and addressing concerns to encourage conversion.
  • Negotiating pricing or offers within company guidelines to close deals
  • Documenting and updating quote statuses in CRM/Report
• Recovering Failed Sales:
  • Contacting customers who didn't proceed with a purchase to understand objections
  • Offering incentives or alternative solutions to regain interest
• Administrative & System Updates
  • Check and sign off invoice queries, ensuring accuracy in billing.
  • Update the in house order and CRM system with order progress, amendments, and new orders.
  • Maintain high standards in process execution and compliance with company procedures.
• Team Support & Collaboration
  • Work closely with other team members, offering support where needed.
  • Ensure smooth daily operations and contribute to continuous process improvement.

Required Skills & Qualifications:

• Experience in order processing, customer service, or a related field
• Strong communication skills, both written and verbal
• Ability to multitask and manage workload efficiently in a fast paced environment
• Proficiency in Microsoft Office and CRM/order management systems
• Strong problem solving skills with a proactive approach to resolving stock and order issues
• Attention to detail and ability to follow processes accurately

Please let us know if we need to make reasonable adjustments to our process, please let us know about how we can best support you and make the adjustments that may be needed.

Altitude-Recruitment acting as an Employment Agency and Employment Business.