Customer Services is responsible for the processing of all orders, all customer contact and general account management. This includes dealing with customer queries (e.g. tracking an order), or dealing with requests from one of the publishing companies (e.g. discounts for a selected customer). Orders are received from all around the world via the internet, email, fax or telephone and must all be input accurately. It is essential for Customer Services to build and maintain strong relationships to ensure customer satisfaction. Customer Services is broken down into 5 teams: UK Trade, Key Accounts, Export, Telesales and Cash Sales.
Communication skills are critical to a role in Customer Services, whether the communication is by phone, email or in person. This can be a highly time-pressured environment, particularly around peak sales times (like the run-up to Christmas) and therefore requires a calm approach and a strong team work ethic. Attention to detail is also essential to ensure the accurate processing of orders. An articulate and confident individual is likely to enjoy a role in Customer Services.
I joined TBS in 2001 as a Customer Services Advisor, working in the Trade team. I then moved into a Team Leader role in 2003 as maternity cover, which was later made permanent.
As a team leader I particularly enjoy the interaction with the Publishers. I enjoy working within a friendly team who have always supported me and the challenges of ensuring the customer needs are met at all times.
In 2006 I went through a Team Leader Development programme with the other Team Leaders in Customer Services. This gave me a wider understanding of the other departments within Customer Services and strengthened the relationships between the team. As a result of this I took on additional people management responsibilities for the team, including performance reviews and absence management. This has developed my overall management skills and I am now able to delegate more effectively.
In 2007 I undertook a job swap with a Warehouse Team Leader. This was a great opportunity which gave me a greater understanding of the processes in the Warehouse and a wider appreciation of the whole process from order to dispatch.
In the future I hope to get more involved in project work within the department, as this gives me the opportunity to apply my experience of the department to ensuring the processes in place are efficient. I am also keen to develop a tailored induction process for the department.
