Customer Operations

2 weeks ago

Dalgety Bay, United Kingdom VITEC Full time

VITEC's UK division is based in Dalgety Bay, Scotland, a leading IPTV and digital signage provider across Europe, the Middle East and APAC.

Our values and solutions have formed the foundation of a reputation which has allowed us to build a global list of recognised customers.


General Description:


This role supports the Team with the processing of customer sales orders from receipt of customer Purchase Order through to releasing the order for shipping.


Role Specific Responsibilities

  • Plan and administer the processing of customer sales orders from receipt of customer PO through to releasing the order for shipping.

This involves, but is not restricted to:

  • Checking customer PO details and pricing and highlighting any discrepancies
  • Accurately entering customer orders to the order system (Epicor)
  • Checking availability and advising the customer of any stockrelated issues and confirming shipping dates
  • Creation of shipping and export documentation as required
  • Verification and audit of Warranty start/end dates. Maintenance of estates and dealing with associated issues to ensure that data is accurate and updated.
  • Dealing with any special logístical requirements or requests
  • Providing management reports as directed by the Director of Operations.
  • Processing customer loan and RMA requests and chasing nonreturn of goods
  • Processing and issuing of customer NDAs
  • In addition the above, this role also has the following responsibilities:
  • Provide cover for the Director of Operations when required.
  • Support the development and testing of system improvements.
  • Monitor and report on KPIs which impact on customer service as agreed with QA.
  • Support the resolution of customer complaints and any corrective actions which may be required.

Key Dimensions of the role:

Qualifications

  • Good standard of higher level education
  • HNC/HND or equivalent in a business studies, or numerical discipline highly desirable

Knowledge/Skills

  • Demonstrate previous experience of working in a customer services environment.
  • Experience of using an ERP software package.
  • Have good experience of using Microsoft Office software, particularly Excel and Word.
  • Good understanding of export process across all regions.
  • Experience of working in a manufacturing environment.

Personal qualities

  • Excellent communication skills
  • Ability to provide excellent customer care internally and externally with a genuine willingness to help
  • Trustworthy, discreet and reliable with a positive attitude
  • Be hardworking and willing to take on new tasks and responsibilities
  • Strong attention to detail
  • Ability to multitask and prioritise work accordingly to timescales
  • Ability to take initiative and ownership of tasks set
  • Be equally comfortable working as part of a team as well as on an individual basis
  • Have the flexibility and willingness to take on tasks as required to meet the immediate needs of the team and the company overall

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