Customer Service Advisor – E-commerce & Sales Support

EPW2

Department: Sales / Customer Services
Reports to: Customer Service Manager / Sales Manager

Role Purpose

We are seeking a proactive, customer-focused and commercially minded Customer Advisor to support our growing e-commerce business and nationwide branch network.

The primary responsibility of this role is to manage and process online customer orders, working closely with branches to ensure all orders are fulfilled accurately, efficiently and on time and in full (OTIF).

In addition, the Customer Advisor will provide telephone support to customers when branches are busy, assist with customer enquiries and quotations, and proactively follow up outstanding quotes to maximise sales conversion.

The successful candidate will be highly organised, confident communicating with customers and colleagues, and comfortable using CRM systems, Microsoft Excel and other Microsoft Office applications.

This is more than an administrative customer service role. We are looking for an individual who takes ownership of customer requirements, resolves problems and actively contributes to sales growth and customer satisfaction.

Key Responsibilities

A. E-commerce Order Processing & Management

• Process incoming e-commerce orders accurately and efficiently.
• Check order details, product availability, pricing and delivery requirements.
• Liaise with branches to confirm stock availability and order fulfilment arrangements.
• Monitor outstanding orders to ensure they are processed, dispatched or made available for collection within agreed timescales.
• Take ownership of orders from receipt through to successful completion.
• Proactively identify potential delays, stock shortages or fulfilment issues and coordinate solutions.
• Keep customers informed of order progress, delivery arrangements and any changes.
• Escalate issues where necessary to ensure customer commitments are met.
• Maintain accurate order records and update relevant business systems.

B. Branch Support & Communication

• Act as a central point of contact between e-commerce customers and the branch network.
• Maintain regular communication with branches regarding order processing, stock availability and delivery commitments.
• Support branches with customer enquiries and order-related administration.
• Assist with incoming customer telephone calls when branches are experiencing high call volumes.
• Ensure customer enquiries are handled promptly, professionally and accurately.
• Work collaboratively with branch teams to resolve customer queries, delivery issues and order discrepancies.
• Build positive working relationships with branch managers and colleagues.

C. Customer Service & Telephone Support

• Answer incoming customer calls in a friendly, professional and efficient manner.
• Assist customers with product enquiries, order updates, availability, pricing and delivery information.
• Provide accurate product information and advice within the individual's level of product knowledge.
• Handle customer concerns and complaints professionally, taking ownership through to resolution.
• Ensure customer enquiries are recorded and followed up where necessary.
• Deliver a consistently high standard of customer service across all communication channels.
• Identify opportunities to promote relevant products and services during customer interactions.

D. Quotations & Sales Conversion

• Prepare accurate and timely customer quotations.
• Liaise with branches and internal teams to confirm pricing, product availability and delivery arrangements.
• Record all quotations and customer interactions within the CRM system.
• Proactively follow up outstanding quotations by telephone and email.
• Understand customer requirements and address questions or objections that may prevent an order being placed.
• Encourage customers to proceed with purchases and convert quotations into confirmed sales.
• Identify opportunities for additional sales, cross-selling and upselling.
• Maintain visibility of outstanding quotations and report on conversion performance.
• Support sales initiatives and promotional activity where required.

E. CRM & Systems Management

• Use the company's CRM system to record customer enquiries, quotations, follow-up activities and sales opportunities.
• Ensure customer records are accurate, complete and regularly updated.
• Manage follow-up tasks and customer communications through the CRM system.
• Use Microsoft Excel to maintain trackers, analyse order information and produce basic performance reports.
• Use Microsoft Outlook, Word, Teams and other Microsoft applications for daily communication and administration.
• Maintain accurate information across e-commerce, order processing and customer management systems.
• Support improvements in administrative efficiency, reporting and customer service processes.

Essential Skills & Experience

Customer Service & Sales

• Previous experience in a customer service, sales support, internal sales or customer advisor role.
• Confident and professional telephone manner.
• Experience preparing and following up customer quotations.
• Ability to identify sales opportunities and encourage customers to place orders.
• Strong customer relationship and communication skills.
• Ability to manage customer complaints and resolve problems effectively.

Systems & IT Skills

• Experience using a CRM system – essential.
• Good working knowledge of Microsoft Excel – essential.
• Competent in Microsoft Outlook, Word, Teams and other Microsoft Office applications.
• Confident using computerised order processing systems.
• Strong data entry skills with excellent attention to detail.
• Ability to work across multiple systems accurately and efficiently.

Organisation & Communication

• Excellent organisational and time-management skills.
• Ability to prioritise tasks in a busy, fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to manage multiple customer orders and enquiries simultaneously.
• Proactive approach to identifying and resolving issues.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a wider team.

4. Desirable Experience

• Previous experience within building products, builders' merchants, construction materials or trade distribution.
• Experience processing e-commerce orders.
• Experience working with multiple branches or distribution locations.
• Experience working in a customer-facing trade or merchant environment.