Service Desk Controller

Service Desk Controller

Witham

£27,000

Reporting to the Office Team Leader, you will provide a central role for field service to ensure standard working procedures and customer service is maintained efficiently, ensuring excellent standards of service to the customer is provided.

Essential Duties

• Providing product and technical information, together with advice tailored to customer requirements.
• Handling customer enquiries via telephone or email and ensuring customer communication is priority.
• Identifying customer product requirements and where necessary liaise with suppliers in our purchasing department.
• Allocate all jobs to engineers via ERP effectively and efficiently.
• Issuing completed Job Cards to customers and requesting order numbers before invoicing.
• Supporting the sales team and customers by checking stock, raising quotations and processing sales orders from start to finish and maximise service level agreements (KPI’s)
• Communicating efficiently with all internal departments
• Assisting in resolving customer issues, documenting these, and escalating to the Branch Manager where these are of a more serious nature
• Ordering products from suppliers and liaising with our purchasing department.
• Proactive review of customer service disputes
• Managing the WIP (Work in Progress) in line with company policy.

Essential Skills and Experience

• Communicate efficiently at all levels verbally, via email and the telephone.
• High level IT skills including Word and Excel
• Good knowledge of UK geographics to effectively plan resource by area or region.
• problem solving to resolve customer enquiries.
• Ability to understand and produce customer or internal reports.
• Teamwork, ability to work confidently within a group and on own initiative.
• Time Management, ability to manage time effectively, prioritising tasks and working to deadlines.
• Proactive attitude to service delivery, examining better methods achieving service levels.
• Flexibility, ability to adapt successfully to changing situations and environments.

To apply for this position please contact Sarah Dyehouse at Anderson Scott Solutions

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