Role Purpose
To respond proactively to customer requirements from initial enquiry to completion of sale, in a cost-effective and profitable way, to ensure the customer is satisfied by the service received from the organisation and we have delivered what we promised in all aspects.
Key Responsibilities
- Receive, input, update and process customer orders into our system, recording any customer requirements.
- Progress orders establishing availability, ensuring our delivery promise is achieved and internal / external customers are updated.
- Respond to telephone enquiries in an efficient, friendly and professional manner, ensuring that the customer receives the information required in order to achieve a sale.
- Recognise and pass on relevant intelligence and or information to the appropriate internal source.
- Use good practice to resolve customer issues in a proactive, timely manner, ensuring customer needs are satisfied.
- Manage technical enquiries directly or indirectly based on the complexity and personal knowledge, to satisfy the customer’s requirements.
- Update personal knowledge of the company’s products and services to deliver a high level of service.
- Customer services experience within manufacturing businesses (technical / engineering products preferred).
- Experience of using ERP/MRP and data base systems, including order entry and stock management systems.
- Using Microsoft Word and Excel (including Pivot tables).
- Answering telephone customer service enquiries.
- K.P.I’s: Order Entry accuracy - Orders Processed - Number of Telephone Calls received
Person specification and background
- Numerate, analytical, able to manipulate and interpret data.
- Aptitude for accuracy, detail and spotting discrepancies.
- Good knowledge of Excel (including Pivot tables), Word and PowerPoint.
- Building effective relationships in a cross functional work environment.
- Communication and influencing skills.
- To work in a team, under direct instruction and under own initiative within guidelines.
- Working to deadlines, budgets and conforming to agreed operating guidelines.
- Flexible.
- Conscientious, always looking for opportunities to improve efficiency and quality of service.
- Proactive, as opposed to reactive.
Organisational values
- Progressive
- Agile
- Trusted
- Approachable
We encourage you to submit a supporting letter along with your application. This letter should highlight relevant experience and explain why you are a strong fit for the role.
