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We are looking for a friendly, organised and proactive Trade Customer Service Assistant to join our team.

This is a varied, hands-on role supporting our trade customers, showroom and day-to-day office operations. You will need to be confident speaking to customers on the phone, comfortable using computers and online ordering systems, and able to think on your feet when dealing with customer queries and problems.

The ideal person will be reliable, well organised and able to work both independently and as part of a small team. Knowledge of bathrooms and kitchens would be a bonus, but full product knowledge can be learnt on the job.

Key Responsibilities

• Answering incoming calls and dealing with trade customer enquiries in a friendly and professional manner.
• Taking customer orders over the phone and via WhatsApp.
• Processing orders accurately and efficiently through company ordering systems and supplier portals.
• Learning and adapting to different online ordering portals and systems.
• Preparing and processing customer invoices manually using Xero.
• Dealing with customer queries, resolving problems and finding practical solutions.
• Providing excellent customer service and building positive relationships with our trade customers.
• Ensuring trade discounts are applied correctly and in accordance with company procedures.
• Processing refunds and exchanges accurately and following company procedures at all times.
• Calculating and applying delivery charges correctly.
• Checking orders carefully to ensure pricing, products, quantities and customer details are accurate.
• Liaising with suppliers and other members of the team where required.
• Keeping customer records and paperwork organised and up to date.
• Following company procedures for orders, discounts, refunds, exchanges and deliveries.
• Using initiative and thinking for yourself when dealing with day-to-day customer and operational issues.
• Working effectively as part of a team while also being confident working independently.
• Keeping the showroom, customer areas and workplace clean, tidy and presentable, including carrying out general cleaning duties during quieter periods.
• Helping with general administrative and showroom duties as required.
• Being flexible and adapting to changing priorities during busy periods.

The successful applicant will be required to complete a two-week paid trial period before being formally confirmed in the role. The trial period will allow both the company and the successful applicant to ensure that the role is a good fit.

Following the successful completion of the trial period, employment will be subject to a six-month probationary period, as set out in the employment contract.

The Newcastle upon Tyne Hospitals NHS Foundation Trust

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