Sales Administrator

Job Role Customer Service Executive

Location Heanor site - site based x3 days and home d x2 days (pro rata)

Purpose

To support the Customer Team in providing an excellent service to our customer base, ensuring that customer enquiries are dealt with in a timely and accurate manner. This includes overseeing operational duties such as incoming customer queries, housekeeping tasks and report analysis. 

Main Duties

• To process orders in a precise and timely manner to ensure efficient management of the ship schedule, sending order confirmations, booking in deliveries, chasing stock, dealing with pro forma payments
• To process purchase orders to suppliers for bespoke /non stocked items, to chase supplier invoices on a regular basis for drop/back to back shipments raised, and to create new codes for bespoke units in line with department guidelines
• Receiving and placing customer service telephone calls. Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• To maintain the enquiries and quote process via precise and timely processing in order to generate new business. Raising and amending quotes, sending to the customer, investigating transport costs and quoting these, sending product information where required.
• Following up quotes and ensuring all are recorded in line with business process.
• Recording delivery issues on the complaints system, including processing customer credit requests where raised, investigating customer delivery discrepancies, and reaching an appropriate solution for the customer
• Promotion of our products and services, and to call customers to support department marketing campaigns
• Various housekeeping duties include: closing/completing orders which have passed their requested delivery date should balance shipments not be required, ship schedule management to ensure that all lines have been shipped and completed, updating contact information, blocking unused bespoke codes and driving this in team, marking old unusable accounts as inactive, keeping electronic paperwork filed in order as per department procedure along with ad hoc system cleansing
• Liaising and supporting with external and internal customers across departments.

Person Specification

• Previous Work Experience of working in a customer service focused environment
• Communication skills
• Listening skills, to understand exactly what customers require
• Problem solving skills
• Confidence, patience and tact and diplomacy when dealing with difficult situations
• Creative thinking, to be able to come up with ideas to improve customer service standards
• An ability to work well under pressure
• Organisational and planning skills to develop customer services policies

Skills & Abilities

• Knowledge of customer service principles and practices required to
• Knowledge of customer service software, databases and CRM tools perform the role
• Proficient in MS Office applications
• Customer Focused
• Experience of external customer service delivery – understanding needs and expectations of customers
• Excellent written & verbal communication skills externally with customer and also internally with colleagues
• Good understanding of customer and product requirements
• Knowledge of CRM systems and understanding of the basic requirements and use

Qualifications Essential required to Educated to minimum GCSE level C/5 (Maths and English).