Job Advert

INTERNATIONAL & UK CUSTOMER SERVICE ADVISOR

Mayflex is looking towards a bright future as a growing part of Sonepar, an independent family-owned company with global market leadership (45,000 people, an annual turnover of 33.3 billion euros) in B-to-B distribution of electrical products, solutions and related services. If you are looking for a company that has a long-term vision and cares about its people and the planet, then you are looking for Sonepar which spans 44 countries and is constantly striving to create stimulating opportunities for the future.

Mayflex and Sonepar both believe passionately in the idea of sharing success. That is why we want you to join and contribute to a team that is constantly striving to be La Référence.

ARE YOU THE PERSON WE ARE LOOKING FOR?

The Customer Services Advisor is responsible for delivering high quality post-sales support to all Mayflex internal and external customers, both in the UK and European Markets. The Customer Services Advisor manages incidents and takes responsibility for the resolution of post sales queries, ranging from but not limited to incorrect/delayed shipments to updates on deliveries and ETA’s. A large portion of the role will be liaising with customers both locally and internationally as well as our logistic partners, in order to ensure a swift and professional resolution for our customers.

Working as part of the Customer Services team, the Customer Services Advisor:

Logs all customer telephone / email queries
Update our ERP System with concise notes / actions
Process and action replacement orders
Arranges the return of incorrect / damaged / faulty items
Applies coding lines to each incident
Assist in tracking of orders with logistic partners
Works towards the reduction of open incidents
Processes email queries from internal and external customers
At all times communicating professionally and efficiently to our customers

Success in this role relies on a good knowledge of Mayflex business, products and services coupled with the ability to make informed commercial decisions based on customer history. A courteous telephone manner and a flexible yet assertive approach when dealing with customer queries and requests are also key to successful performance. In this role, the Customer Service Advisor is required to interact regularly with both internal and external customers. The ability to defuse negative situations by adopting a calm and structured approach when solving problems and resolving customer issues are also important capabilities in this job. It is critical that all issues are actioned in a timely and efficient manner.

WHAT DO YOU NEED TO BRING TO MAYFLEX?

Languages – Multilingual – French (essential) & Spanish (desirable)
Educated to GCSE Level – English and Maths at Grade C or above
3+ years Customer Service background
Knowledge of Export Rules and Regulations is desirable
Proven track record of successfully resolving customer queries in a B2B environment would be advantageous
Similar industry or distribution background preferred
Order and Sales processes
Mayflex products and services
Customer Service – best practice telephone techniques
Basic negotiation techniques
IT literate
Touch typing / key board skills

WHAT MAYFLEX CAN OFFER YOU

25 days holiday a year with the ability to flex (buy/sell) up to 5 days
You will also have the option of a healthcare cash plan and group life assurance
Auto-enrolment in our pension scheme, 4% employee, 5% employer contributions
Volunteering scheme
Employee Discounts Portal
Payroll Giving options with Company Contributions
Bike to work Scheme
Regular appraisals and development plan
Continuous online and instructor led training & development.
Wellbeing support including App and Hub
Enhanced Maternity/Paternity Leave

OUR PROMISE

Mayflex are committed to embedding diversity and inclusion across the whole organisation, a place where we can all be ourselves.

We use Blind CVs as part of our recruitment process.
We’re GEISS accredited.
We’re a registered Member of Inclusive Employers.
We have internal focus groups on Mental Health, Menopause, D&I and more.
We’re proud to publish our diversity aims and figures so everyone can see our great work!

We aim for an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please let us know as part of your application.