Customer Service Administrator

CUSTOMER SERVICE ADMINISTRATOR

Salary: £16500 – £17000
Contract: Permanent
Location: Lincoln
Hours: Mon – Thurs: 0800:00 – 17:00 / Fri: 08:00 – 16:00

Our client is a long established, family run business that has seen consistent and organic growth and they are now seeking to add an additional member to the team within the customer service department.

We are seeking someone who is confident on the phone and in their administration abilities.
You will ideally be someone who is used to multitasking and dealing with a high volume of calls/ queries including problem solving and any complaint handling would be beneficial.

In this role you will be dealing with long term trade customers who the company have built positive and long standing relationships with, so you will be speaking to the same people regularly and building rapport and relationships.

Ideally you will fit into this small and friendly team and be ready to get involved from the offset.
You will be supported with training on our products, systems and processes.

SUMMARY OF CUSTOMER SERVICE DEPARTMENT:

To be the key liaison between the customer and the company, whilst providing a first class back up service to the Sales Reps out in the field. This all being achieved through strong communication streams including, telephone calls, faxes, and emails. You will also be expected to raise orders and quotes in a timely fashion, and deal with many varying issues from both external and internal customers.

The Customer Service team ideally should have the flexibility to move between the front end and the back end of the department which will include keying, verifying & prioritising orders to a high degree of accuracy. The customers you will be dealing with are Trade Customers, who are based around the UK; most of which are owner managed.

MAIN DUTIES:

• Dealing efficiently with calls, faxes and emails from customers and the reps
• Take an interest in the technical aspects of the products & have the ability to retain and communicate the knowledge to customers, production team and colleagues
• Dealing with issues regarding transport, deliveries and production and liaising with your customers regarding resolution of problems.
• Raising of customer orders and quotes where necessary.
• Ensuring that initial customer quotes are ultimately converted into exactly what they want and if in doubt call for confirmation
• Performing all administrative duties relating to your workload, such as filing, scanning etc, and making sure that accurate records are kept of orders and any resulting issues.
• To ensure that any written communications are accurate and correctly presented, with records being maintained.
• Keep all job notes up to date on the system
• Professionally deal with complaints from start through to finish
• Show initiative and be proactive to give first class back up, feedback and information to the sales reps.
• Ensure that our customer’s orders and queries are dealt with in a professional and efficient manner, within timelines, and that they are prioritised in order of importance
• Liaise with other departments regarding short lead time orders and make sure potential issues are communicated to all concerned and affected.
• Make sure the delivery issue report is checked daily and that the problems are dealt with efficiently.
• Keep your line manager & department manager informed of any issues that may arise with staff and customers
• Maximise Training and Development opportunities presented in relation to specific job role and companywide goals.
• Be involved in the development of ways to improve problem areas within the department.
• To embrace the company’s ‘Total Quality’ concepts.
• To follow procedures and guidelines expected by the company in accordance to ISO 9000:2000.
• Arrive at work prior to start time so you are in a position to start work on time and complete any outstanding tasks before leaving work or before going into a break
• Be available to work additional hours when required to ensure the customer service level does not drop in busy periods
• Any other duty which is deemed reasonable to ensure the company achieves its overall aims

Job Summary

Job Title Customer Service Administrator
Location Lincoln
Job Type Permanent
Salary £17k
Last Updated 28/01/2019
Reference SF43723
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