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Customer Service Administrator
4 months ago
The key purpose of this role is to provide a consistently professional customer facing relationship whilst being an excellent ambassador of the Company brand. This role requires exposure to and relationship building with numerous internal stakeholders to ensure the best possible customer experience whilst ensuring the needs of the business are met.
Location is predominantly based at our Blackwood site, however you may be asked to travel occasionally in line with the needs of our business and our customers, including Seda sister sites.
Your duties will include;
- Ensure all customer data is processed accurately (orders, origination, stockholding agreements, credit notes, complaints) onto the business information system, checking with the customer should any detail be ambiguous or incorrect.
- Respond effectively and efficiently within a 24h period to all customer communications. Wherever possible, respond directly and do not involve BDM if the request is easy (ie sending out specification sheets).
- Deal with all inbound customer complaints and escalate to relevant internal stakeholders. Record all customer complaints in the required format.
- Provide quotations and lead times following the RFQ and Price Entry Form process.
- Completion of new line forms with all relevant data. If the account is a “house account” looked after by Customer Service - full completion of the form is required. If the new line form is for a BDM account, fill out all data apart from pricing. Pricing will always sit with the account holder.
- Proactively foresee possible delays or complications relating to customer orders and work with internal stakeholders to avoid and minimise customer impact. Throughout this process ensure that your SOM is aware.
- Manage ad hoc customer requirements outside of standard operating procedures (e.g. Holiday cups, seasonal increase for airline suppliers, promotions).
- Professionally liaise with internal departments and share best practice wherever appropriate.
- Prepare weekly/monthly customer reports within deadlines.
- Work closely with the finance team as required to resolve any late payment issues and/or invoice queries.
- Proactively managing and upselling any items of aged stock in line with sales team strategy.
- At times, according to business requirements there may be a need to expedite orders and circumnavigate standard process in exceptional instances only. The role requires a professional and timely response and to ensure that all relevant internal stakeholders are kept informed.
- Liaise closely with our customers to manage expectations and raise any potential delivery issues in advance and in a timely manner.
- Managing our customer expectations on the phase in/out of new products to avoid any aged stock/WIP or incorrect deliveries.
- Build, engage and retain a portfolio of “House” accounts ensuring we deliver first class customer service. Where and when it is appropriate, upsell to all customers.
- Provide support where necessary to the BDE/BDM’s and consistently act with a “one team” mindset to ensure the Company delivers a world class customer experience. Ensure that the buddy system within the Customer Service team is adhered to.
- When the business requires flexibility, to provide support and cover across all customer service accounts. Consistently ensuring as a team that every individual has the ability to support on every customer account and that work instructions and handover documents are kept fully up to date.
- Keep abreast of our ever-changing customer requirements and SKU innovation.
- Maintain a “one Seda” approach and take responsibility when liaising with customers for decisions made by our sister sites. Act as an ambassador for the Seda Group in all interactions.
- Educated to G.C.S.E level or equivalent
- IT Literate
- A minimum of two years' experience working as part of a customer service team (preferably, but not essentially within a manufacturing environment).
- Customer account management experience is desirable but not essential.
- An exceptional communicator both written and verbal
- IT literate in all Microsoft Office package, in particular Microsoft excel
- Strong analytical and problem-solving skills.
- Project management and accurate data management inclusive of all internal and external reports.
- The willingness to accept accountability for your account portfolio and customer accounts that you deal with.
- Highly organised and detail conscious with the ability to demonstrate a self-disciplined approach.
- Flexibility to meet customer expectations - occasionally working outside of core hours.
- The ability to communicate assertively and politely and to ensure customer conflict situations are always resolved (with the support of BDM/BDE/SOM where necessary).
- Operate within a team environment and encourage positivity, sharing of best practice and communicate professionally at all times.
- Results driven
- Confident to operate & take dec
