Customer Service Advisor

Location: Stockholm

As a key member of the Customer Services Team in Nordics the Customer Service Advisor is responsible for delivering a world class customer service to our customers both externally and internally. This role will support customers in both Finland and Sweden.

Through pro-actively going beyond our customers' expectations in managing their orders through to fulfilment whilst being a true Voice of our customers internally within the business.

Customer 1st

• Own the "Customers experience" together with the team
• Input, manage and monitor sales orders for the region.
• Order management - Review the order book and customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production, warehouse and dispatch purposes
• Update account details in our systems for customers
• Validate that correct pricing is used in the orders together with the sales team
• Providing a 1st class customer experience to our customers over the phone and all channels of communication., focusing on closing the deal, and generating future sales opportunities
• Be the voice of the customer

People 1st

• Pro-actively managing and resolving all Customer enquiries as per the set SLA's
• Build and maintain strong working relationships with internal and external customers.
• Understand our customers and products to be able to expertly talk about how Interface can help them.
• Ensure that all necessary services are provided in the specification process for optimum support of the Account Manager and align with the internal stakeholders to ensure customer satisfaction
• Build strong relationships with colleagues internationally for the best customer outcome.

Process

• Processing all requests as per the standards laid out but also looking for ways to improve how we work - identification of continuous improvement ideas.
• Ordering and managing samples through to dispatch, follow up where required

Tools

• Accurately main all systems such as SAP, Salesforce and internal sites

Knowledge and Skills

Minimum of 4 years' experience in Customer Care/Customer service within a business to business environment

Fluent in Finnish and Swedish Language

Excellent communicator both verbally and written

Confident with outbound calling as well as managing inbound calls

Ability to handle multiple tasks at the same time

Experience of working on an ERP system

Experience of working in a team environment

Experience of working with different levels within an organisation

Able to work under pressure

Be tenacious and see things through