Customer Service Administrator
6 months ago
Our client based in Newgate Street is recruiting for a Customer Service Administrator to join their busy and friendly team. This is an ongoing temporary role to start as soon as possible and the hourly rate when temporary will be £10.42 - £11.50 per hour depending on experience. The hours for this position are 8:30 am - 5:00 pm Monday - Friday.
**Duties**:
**Customer Service**:
- Create, maintain and support an environment where customer service can flourish.
- Respond to all customer communications in a timely, efficient, courteous, and professional manner
- Resolve all customer issues in a timely, efficient, and professional manner
- Maintain accurate documentation and records
- Maintain excellent feedback, shipment, fulfilment, and other ratings on various sales websites
- Explore new business opportunities
- Ensure accuracy
**Orders Administration & Fulfilment**:
- Meet shipping deadlines
- Mark orders as shipped and print two order runs per day
- Address any anomalies, i.e.: oversells, books not found, condition issues, incorrect titles, shelving errors etc
- Process returns
- Raise customer invoices
- Book in courier parcels daily
- Maintain spreadsheet records related to orders (direct sales, wrong books sent, etc)
- Send “ship to Alibris” orders
- Process refunds
- Generate and upload postal records
- Enter all tracking numbers (FedEx, USPS, UK, etc.)
- Restock books
- Check prices and adjusting if necessary
- Check website notifications
- Process Refund and Cancellation Claims
- Create commercial invoices for courier shipments (if necessary)
- Data entry of all information required to be inputted into a database for Order Processing and Order Fulfilment
**Office Administration**:
- Assist the MD, and/or other non-line managers, in the day-to-day management and administration of the business
- Liaise with and support the accounts department
- Ensure adequate stocks of office furniture, stationery, and other supplies are relayed to your manager, and undertake appropriate actions as directed by your line manager
- Make credit card payments weekly or as and when required, and maintain the credit card spreadsheet
- Resolve shelving/listing errors
- Upload appropriate warehouse records
- Check and record Amazon performance notifications daily, take action when appropriate and inform the team of any issues that arise
- Monitor and appeal Amazon case, take action to ensure that if possible the defect is removed by Amazon
- Follow the correct processes to find missing books for orders
- As and when required, be involved in projects, to be defined and directed by your line manager
**Partner Collections Customer Service (as and when required)**:
- General support of the efficient running of the collections department, acting professionally and friendly at all times
- Send out private questionnaires, and others, as and when required
- Perform prescan assessments using appropriate processes and assessment spreadsheets when questionnaires are completed and sent back to us
- Create fee bearing collection invoices and maintain corresponding fee bearing spreadsheet
- Respond to collection requests from new and existing customers in a timely and polite manner
- Request quotes from courier companies and have a strong grasp of collection costs and charges
- Ensure empty boxes, wrap, and other supplies are sent out quickly or delivered at the time of collection and an adequate level of stock maintained at our warehouse and other locations to cover demand
**Competencies required for the role**:
- Excellent Customer Service/Focus Skills
- Excellent Attention to Detail
- Excellent Communication and Numeracy skills - written and verbal
- Good Prioritising Skills
- Good Flexibility in Managing own Workloads
- Good Organisational Skills
- Good Team Working Skills
- Good Decision Making
**Job Types**: Full-time, Temporary contract
**Salary**: £10.42-£11.50 per hour
Schedule:
- Monday to Friday
Work Location: In person
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