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Customer Service Administrator in Blackwood

3 months ago

Blackwood, United Kingdom Page Personnel Full time

This role is a fantastic opportunity for a passionate and committed Customer Service Administrator to contribute to a global industrial/manufacturing firm based in Blackwood. The successful candidate will be an integral part of the sales order processing team providing excellent customer service to their UK and international customers.

Client Details

We are partnered with a global manufacturing organisation based near Blackwood to recruit a Customer Service Administrator.

The organisation holds excellent staff retention due to its positive work environment. They employ over 5000 employees globally with a medium sized operation in Blackwood.

The organisation has a reputation for delivering high-quality products into the food and FMCG sector and exceptional customer service.

The current Customer Service Manager has been with the business for 21 years. Their tenure speaks volumes about the workplace culture at the organisation.

Description

The customer service team handles quotations, sales order processing, and demand planning, and they are currently expanding from a team of 3 to a team of 5.

Your primary role is to guarantee a positive customer experience by ensuring quick and reliable follow-up on all customer requests, including orders, samples, information, claims, and complaints. You will be responsible for answering inquiries in a timely manner and proactively addressing any concerns that may arise.

In this role, you will primarily manage A-level customers, both locally and globally. Your responsibilities will span from forecasts and contract orders management to coordinating with other sites and countries to ensure seamless service delivery.

Tasks and Responsibilities:

  1. Order Accuracy: Self-check order entries to guarantee data accuracy, including price and ITC checks without exceptions. Assess the feasibility of customer requests concerning lead times, certificates, and other required documents.

  2. Customer Service Excellence: Ensure the consistent and effective provision of services and information to the customer base, covering order management, order fulfillment, Forecasts and contract orders, and issue resolution across all communication channels (Telephone, Emails, etc.). Keep customers informed about potential delays or issues related to their orders. Proactively follow up on open orders and resolve any issues to meet customer expectations within our commitment.

  3. Commercial Attitude: Develop a commercial mindset by actively listening to customer requirements and identifying opportunities. Generate leads for the sales force and offer additional products when appropriate.

  4. Effective Communication: Maintain clear and open communication with line managers to represent customer needs accurately. Be prepared to back up and assist colleagues on critical business processes during stretch assignments, projects, or planned/unplanned absences.

  5. Issue Resolution: Immediately report customer complaints or issues and escalate errors or mistakes for timely resolution. Apply necessary corrective measures and propose corrective actions. Contribute to various projects and workshops.

  6. Process Adherence: Strictly follow customer service procedures and adhere to quality management system standards and policies. Ensure compliance with health and safety regulations in line with company standards and local regulations. Continuously develop a deep understanding of the market and products. Be willing to take on additional tasks as required during business operations.

Profile

  • Ideally you will have experience using SAP or any ERP system
  • Ideally you will worked in the manufacturing or logistics sector
  • Experience in sales order processing, sales administration and/or customer service is essential

Job Offer

  • 25,000 to 26,000
  • Hybrid working - 3 days in the office, 2 days at home
  • Free on site parking
  • Blackwood - Full time, permanent