Customer Service Administrator

Job Description

Central Employment are looking for a Customer Service Administrator, joining a global manufacturing organisation in North Shields, joining on a temp-perm basis.Reporting to the Customer Service Manager, the Customer Service Administrator is responsible for ensuring our customers receive a world class customer experience. They are the internal customer champion who ensures that our customers’ needs are met in amanner that exceeds their expectations. Being the voice of customer is their priority to ensure that we are continually monitoring and improving our customer service levels.Main Responsibilities:

• • Management of SalesForce customer communication: case classification and response
  • Build sustainable relationships of trust with customers through open and interactive communication
  • Maintain effective customer engagement, from enquiry through to delivery, complying with all KPIs, with emphasis placed on on time in full’
  • Manage complaints, including non-conformances, and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution is to a satisfactory standard, including replacement stocks, credit notes, etc
  • Provide accurate, valid and complete information
  • Provide technical advice, where needed, in relation to product capabilities, working with the buying and quality teams as applicable
  • Update customer portals as needed. Examples: Hafele, Screwfix, Axminster, Selco
  • Communicate requested information to customers and gather trends and needs of customers to the sales and marketing team
    • On receipt of sales orders’, check for accuracy of content, based on product availability and lead times, before processing
    • Process order into ERP system (Oracle E1)
    • Maintain accurate, pricing information and up to date lead times and any relevant delivery conditions as per Internal Business Service Standards
    • Book delivery time slots
    • Inform export customers of estimated time of arrival when sending export confirmation
    • Provide delivery manifests for key accounts
    • Specifics: Manage Amazon Vendor Central and ASN processing
    • Maintain EDI orders, Post invoices on EDI
    • Track shipments for all customers e.g. TNT, DPD, Pallet ways
    • Check discrepancies with customers, prepare debit/credit notes, obtain internal approvals and issue the notes to customers
      • Monitor the dashboard and defined KPIs to improve the customer experience: speed of response, quality of interaction and information
      • Assist customers with account management, including setting up new accounts

Education and/or Work Experience Requirements:

• • Experience working in a customer service environment, which includes handling export customers
  • Experience of working in a manufacturing / distribution environment preferred
  • Experience of key stakeholder management
  • Fully IT conversant and able to interact accordingly, using a variety of platforms and systems. Proficiency in Microsoft office Excel & Word:
    • Customer orientation and passion for positive customer experience
    • Representation - appropriate attitude and dress
    • Able to work collaboratively as part of a busy customer service team and wider operations team
    • Comfortable challenging internal stakeholders, when required, to achieve customer fulfillment
    • Ability to manage conflicting deadlines and able to prioritize accordingly
    • Ability to work in an environment focused on performance, Lean methodologies and continuous improvement

Keyskills :
Customer Communication Customer Engagement ERP