Customer Service Administrator

Posted 4 March by Room At The Top Recruitment
Ending soon

Customer Service Administrator

Our client is a leading global organisation based in Hoddesdon. They are recruiting an experienced Customer Service Administrator to join their friendly and busy team. The role is a temporary contract position initially signed off until the end of December 2021 and offers an attractive salary of £22,000 - £23,000 pro rata (c£11.00 - £11.87 per hour), depending on experience. This is a full-time role working 37.25 hours per week (Monday - Friday).

The successful candidate will be responsible for processing customer enquiries and orders and providing technical support; maintain customer details and files; to be the focal point for all warranty, returns and Customer Care Issues; maintain strong links to the Sales Managers and Product Mangers on sales trends and areas for development from a customer’s perspective; to meet Customer service levels set by the business; this should include providing feedback to customers on missed scheduled dates in a proactive manner and responding to customer queries within agreed timescales.

Essential Duties/Principal Responsibilities:

  • Processing of customer orders and quotations, including scheduling dispatch dates, order entry and controlling the release of non-calendar pick notes.
  • To respond on all customer progress requests on orders responding within 24 hours latest.
  • Liaise with Inventory Planners about long lead time parts and shortages and special customer requirements to ensure an accurate request and scheduled date is on the customer orders.
  • Liaise with Inventory Planning area about scheduling order delivery dates and expediting if required.
  • Ensuring where customers are on old or Cash In Advance that the correct Request dates are allocated to the orders.
  • Create and maintain customer information files on computer database.
  • First point of contact for customer telephone and e-mail enquiries. Responsibilities include answering general technical inquires and referring inquires to correct distributor, Area Sales Manager or Product Manager.
  • To work proactively with Logistics Department on the shipping of Customers Orders and freight/import enquires.
  • To attend if required a daily meeting between Logistics, Customer Services and Material Control department.
  • To hold regular Key Account Meetings with attendance of ASM & Product Management
  • To proactively maintain overdue order book and ensure timely release of allocated stock whenever possible after interface with the customer.
  • To regularly interface with ASM’s and Product Managers on new products and sales trends.
  • To be proactive in doing investigations into scheduled dates prior to order entry
  • Liaise with all relevant parties ensuring complaints/concerns receive quick solutions
  • Input of all credit notes where required for customers ensuring the correct levels of authorisation are met and reason codes included.
  • Administration of Distributor and OEM Warranty Claims and interface with Quality department where required.
  • Maintain company database for Warranty and Customer Care Issues.
  • Administration of Customer Complaint process issue’s including short shipments, pricing and stock returns. This includes updating data tables of errors and issues
  • Advising the Customer of the root cause of investigations, in a timely manner.
  • Upon completion of investigation ensure that all warranty and Customer Care concerns have corrective and preventative actions, and that these are documented and communicated to the customers.
  • General Office administration.

Key Competencies:

  • Ambitious, conscientious, thorough, detail oriented, resilient, strong Customer ethos
  • Effective written and verbal communication skills
  • Ability to read and understand basic parts drawings and tables
  • Good level of numerical skills, and attention to detail
  • Ability to interact with people and a good team player
  • Internal & External Customer Focus
  • Continuous improvement mindset
  • Inspiring accountability
  • Cross-boundary collaboration
  • Demonstrates the company’s core ethical values of honesty, integrity, quality, good citizenship, respect, fairness and accountability in daily work and activities

Qualifications, Education, Skills and Experience:

  • Excel Intermediate level (cut and paste, sorting, filtering, reviewing)
  • Intermediate IT literacy skills
  • Experience in Customer facing or ideally customer services role
  • Exposure to manufacturing environment preferred
  • Technical knowledge or desire to learn
  • Fantastic communication skills

Required skills

  • Administrative Support
  • Customer Queries
  • Customer Service
  • Manufacturing Environment
  • Warranty

Application questions

Do you have customer service administration experience?
Do you have experience of administering warranties?
Do you have sales order processing experience?
Do you have strong IT skills including Microsoft Office and the use of systems?
Do you have experience of working within a manufacturing organisation?

Reference: 42176195

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