Customer Experience Agent (Remote)

Customer Experience Agent | Tradesupply | Worldwide

Job Title: Customer Experience Agent

Location: Somerset (Remote)

Department: Customer Service

Reports To: Customer Service Team Lead

Our 5 core company values:

· Fun

· Ambition

...

Customer Experience Agent | Tradesupply | Worldwide

Job Title: Customer Experience Agent

Location: Somerset (Remote)

Department: Customer Service

Reports To: Customer Service Team Lead

Our 5 core company values:

· Fun

· Ambition

· Teamwork

· Trust

· Excellence

What do we do?

Tradesupply specialise in the supply of IP safe, high quality, great value aftermarket printing consumables, we are strictly a trade only supplier. We support and grow our customers businesses with our knowledge, vast experience and excellent customer service. We facilitate our customers orders from our Dublin (Ireland) and Birmingham (UK) fulfilment centre’s.

Job Summary:

The Customer Experience Agent is responsible for delivering exceptional service by managing customer enquiries, processing orders, and resolving issues efficiently. This role requires a strong communicator with an eye for detail who can navigate multiple systems and tasks to ensure a seamless customer experience. The ideal candidate will work not just with our customers, but closely with various internal departments to meet service level agreements (SLAs) and maintain customer satisfaction.

Key Responsibilities

Order Management:

Process and release customer orders within our in-house CRM.
Manage customer order queries and issues.
Ensuring end of day check of all orders shipping.

Customer Support:

Answer customer calls and respond to email enquiries regarding orders, returns, shipping issues, and escalations.
Manage and resolve customer escalations by coordinating with relevant internal teams.
Assist the sales team with customer-related issues where necessary.
Achieving department SLA’s and individual KPI’s.

Returns:

Processing customer returns and credits.
Communicate with couriers and raise courier claims.

Customer Account Management:

Maintain up to date customer information within our CRM.
Manage and update customer mailing lists.
Add or remove customers from backorder reports and tracking systems.
Create and manage customer web profiles, ensuring they are accurate and up to date.
Update customers on product due dates and manage customer expectations.

Administrative Tasks:

General customer related administration tasks.
Ensuring synchronisation between internal systems.

Qualifications

Strong communication skills, both written and verbal.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Attention to detail and problem-solving skills.
Experience in customer service or order management roles is preferred.
Familiarity with order processing and customer management systems (e.g., Intact, Mintsoft, Zoho) and EDI knowledge would be an advantage, but not essential as all training will be given.

Working Conditions, Salary & Benefits