Customer Service Administrator

Our client based in Northamptonare seeking a skilled and dedicated Customer Service Administrator to join their Failure Analysis team. In this role, you will be responsible for providing exceptional customer service and administrative support to ensure the smooth operation of their failure analysis processes. The ideal candidate will have excellent communication skills, strong attention to detail, and a customer-focused approach. Need to be a proactive individual who thrives on variety and the challenge of just making it happen to deliver outstanding service.

Responsibilities:

• Customer Support: Serve as the primary point of contact for customers seeking information or assistance with failure analysis requests. Respond promptly and professionally to inquiries via phone, email, or other communication channels. Ensure customer satisfaction by addressing concerns, resolving issues, and providing accurate and timely information.
• Administrative Support: Maintain accurate records of failure analysis requests, including customer information, case details, and progress updates. Coordinate and schedule returns, ensuring all necessary documentation is prepared and available. Work with internal FA Engineers to ensure timely completion of tasks and effective resolution of customer issues.
• Data Management: Accurately input, update, and maintain data in the failure analysis database and other relevant systems. Generate reports and summaries as needed, providing insights and recommendations for process improvement. Ensure data integrity and confidentiality while adhering to company policies and procedures.
• Process Improvement: Identify opportunities to streamline and enhance the failure analysis process, working closely with the team to implement improvements. Proactively suggest innovative ideas to optimize customer service, increase efficiency, and enhance overall customer experience.
• Quality Assurance: Conduct regular quality audits on customer service interactions and administrative tasks to ensure compliance with established standards. Provide summary report of activity to Manager
• Collaboration: Collaborate effectively with cross-functional teams, including failure analysis engineers, technical support staff, and management, to ensure a seamless customer experience. Share customer feedback and insights with relevant stakeholders to drive continuous improvement.
• General admin support tasks – i.e., Cycle count admin, PPE P/orders, Consumable orders.  
• Part of a small team, but interestingly interacting with colleagues and customers across the world in various time zones  

 Qualifications:

• Proven experience in a customer service or administrative role, preferably in a tech or engineering environment.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.
• Strong organizational and time management abilities, with the capacity to handle multiple tasks and prioritize accordingly.
• Confidence to express the urgency of particular of a particular return to internal colleagues  
• Some Proficiency in using customer relationship management (CRM) software, databases, would be advantageous
• Statistical reporting using excel and power point would be advantageous,
• Problem-solving skills and the ability to remain calm and professional in challenging situations.

Knowledge of failure analysis principles, methodologies, and terminology is desirable but not essential.