International Customer Service Advisor

Job Description

Overview

Would you like to help enrich the lives of learners around the world?

At TTS we aim to give every child, every day, a reason to love learning.

We're proud to have supplied schools and learning environments across the globe with innovative educational resources for 40 years offering over 50,000 resources, of which 6,000 are our own developed IP!

Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools’ and nurseries’ limited budgets and ensuring years of classroom use.

TTS is part of the RM Group – a pioneer in the education technology space, and since 2004, we share a vision to improve education outcomes worldwide.

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

Please visit our website to find out more: https://www.tts-group.co.uk/

The Customer Service Advisor role sits with the International Customer Service team which primarily supports our international customers. International is the fastest growing area for RM Resources. You will be the customer’s first point of contact for placing new orders, order updates, enquiries and complaints, working closely with the Sales and Despatch teams nationally and internationally to ensure total customer satisfaction.

This role requires you to work a minimum of 2 days per week in our Harrier Park, Hucknall office.

We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.

Responsibilities

• Inputting new orders from customers and supporting the team with order input when required
• Working the order book for allocated customers and resolving any issues
• Using your excellent communication skills to handle customer enquiries by phone or e-mail
• Liaising with the sales team and sales support team to ensure full understanding of customer requirements, destination compliance requirements, agreed Incoterms and ensuring such information is shared and documented appropriately
• Completing regular customer specific order book reports, supplying customers with the most current status of their orders by liaising with the purchasing team
• Building strong and effective relationships with allocated customers and sales managers to deliver great customer experience
• Processing complaints and returns from customers effectively whilst minimising the cost to RMR
• Project management of large orders or schemes ensuring that all relevant departments are clear on their involvement and customer expectations
• Focus on opportunities for continuous improvement

Experience

• Competency in Microsoft Office with strong Excel skills and adept at learning new software packages
• First class customer service experience
• Customer account management
• International trade experience is desirable
• Professional, confident and proactive
• Project management experience is key
• Excellent communicator with strong attention to detail
• Strong team worker with a willingness to be flexible
• Continuous improvement mentality
• Export Qualification and shipping experience is highly desirable

What’s in it for you?

At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.

Unfortunately, we are unable to offer visa sponsorship for this role.