Darren Evans

Job type
Competitive salary depending on experience
Monday – Friday 37.5 hours per week
Date added
Wednesday, 10th Apr 2024

This is an exciting opportunity to join a well–established sales and distribution company based in Shrewsbury in the role of Customer Services Advisor. You will report in to the Customer Support Manager. It is a multi-tasking role with a high workload. You will work as part of a team delivering first class support and sales to all customers and partners. The role will require regular liaison with customers, outbound and inbound and close relationships with internal colleagues are vital in ensuring the customer journey is efficient and excellent service levels are maintained. Our client is looking for someone who has excellent telephone sales experience and you must have previously done order inputting. They  are looking for someone with  a get up and go, positive ‘can do’ attitude to join their hard-working but fun team.

Some responsibilities will include;

  • Respond professionally to high volume of emails and phone enquiries, adhering to agreed phone and email etiquette guidelines, and achieve high accuracy rate.
  • Liaise with customers via webchat on a regular basis.
  • Reaching out across all channels while maintaining a professional manner to develop excellent client relationships and encourage sales.
  • Proactively scope and follow up potential sales leads from ‘Web downloads’ and ‘Brochure requests.
  • Proactively follow up request for quotes with outbound calls and emails in a timely manner.
  • Confidently and professionally present good consultancy skills and advice to potential or existing customers, encouraging, and supporting sales of new solutions.
  • Maintain accurate & up to date customer records liaising with Sales Team for any new customers to be assessed.
  • Process customer orders received across all channels (incl. taking payments over the phone) and confirm delivery dates and lead times with customers, ensuring necessary documents & notes are added to relevant systems Responsible for raising returns, invoices, and credit notes where necessary and in line with agreed credit limits.
  • Be available for training and communication meetings, as required. Offer feedback and insight as necessary to aid continuous improvement.
  • Proactively manage your own ‘open orders’, customer queries using relevant systems to meet agreed targets, ensuring customer delivery/query resolution expectations are communicated to avoid ‘chasers’.
  • Confidently respond to customer complaints and expressions of dissatisfaction aiming to address the customer’s area of concern or escalate to management where necessary.
  • Customer feedback & continuous improvement – Highlight to Customer Support Manager any customer concerns, or areas where we can improve our processes, websites, &/or communications with customers.
  • Proactively sign-post customers via email or verbally to our brand websites, increasing customer awareness, website visits and online order volumes to support our business goals.
  • Use all CRM systems applicable to support your functional role and maintain business continuity.
  • Work to agreed KPIs in your role i.e., call answer rate, average handle time, do not disturb time, work volume throughput and email/phone etiquette standards.
  • Work in accordance with company values, ensuring the customer is at the heart of everything you do.
  • Any other reasonable duties, as requested by your manager, to meet the changing needs of the business.

The Ideal Candidate:

  • Will be able to manage their own work performance in terms of timekeeping, attendance, accuracy of work, quality and compliance with procedures
  • Be able to comply with all legal requirements in respect of health and safety of yourself and others
  • Be able to demonstrate charisma, passion and empathy when out bounding communication with customers that can lead to potential sales
  • Demonstrate excellent human relationships both within the team and to other departments


It is essential that you:

  • Have 2+ years’ experience in a telephone order processing environment.
  • Have 2+ years’ experience of working in a customer service role as part of a team
  • Have experience of making outbound communications and recognising potential sales
  • Have experience of creating and processing orders and invoices
  • Are a proficient user of Microsoft Office Packages especially Word, Excel and Outlook
  • Have exceptional communication skills both inbound and outbound
  • Have good interpersonal skills
  • Be highly organised and be able to prioritise and multitask

Our application process:

Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.

We will carefully consider your details and advise you if we’re able to progress with your application within 72 working hours. If you do not hear from us within this time your details won’t be retained. So, if you’re not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.

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