Customer Service Administrator

6 months ago

BlaydonOnTyne, United Kingdom Petersen Stainless Rigging Ltd Full time

_**4-day working week**_

Petersen Stainless Rigging is a small manufacturing company with a global customer base for our market-leading products.

All products are made on site in Blaydon - something we take great pride in, and that our customers value enormously.

We are seeking to build our sales function from a solid base with a friendly, and customer-oriented individual, to join our team as a Customer Service Administrator. The sucessful applicant will be the voice of our customers; addressing their enquiries, processing orders, resolving any issues they may have, and ensuring the company understands their requirements.

As the company grows there will be significant scope for personal development if desired, with development paths into such areas as; external sales, account management, sales coordination, and product education coordination. Relevant training can be provided with training costs covered by the company as long as we agree it is beneficial to the role.

**Key Responsibilities**:

- Directing new customers to the correct member of the sales team
- Responding in a timely manner to enquirieis from existing customers, including but not limited to: quotations, lead-times, requests for copy paperwork, shipment tracking
- Liasing with the sales, design and production teams to answer other customer queries before relaying full and accurate information back to the customer
- Processing sales orders for exsisting customers
- Processing pro-forma invoices including taking credit-card payments if applicable
- Ensuring customers are quickly informed of and changes or issues with their orders, e.g., delivery delays
- Following the customer returns procedure to process product returns
- Escalating in real-time and orders or requirements that are not straightforward, e.g., requests for product within a shorter timescale, requests for non-standard product, requests for special pricing, etc., to the relevant account manager.
- Gathering customer feedback through satisfaction surveys and regular telephone calls to ensure expected service levels are being met or exceeded
- Maintaining the customer database, including: creating accurate notes for all activities/interactions on the CRM system; ensuring customer records are complete and that the information is up to date; investigating 'lost' customers and working with the sales team to re-activate them
- Support with organising trade shows and customer visits
- General back-office support - providing support and cover as required across all business functions on an as-and-when basis, including but not limited to: accounts; purchasing; shipping; training; general administration
- Adhering to the company's policies and procedures at all time
- Customer service experience desirable but not necessary
- Confident talking on the phone with an excellent manner
- Should take a genuine interest in people with a natural curiosity about their lives and the work they do
- Exhibit strong interpersonal skills and polite, professional behaviour
- Clear and friendly communicator, both verbally and in writing
- Accurate typing / data entry skills with strong attention to detail
- Able to work well under pressure and prioritise work with an appropriate sense of urgency
- Demonstrate drive and enthusiasm, and be self-motivated
- Willing to learn and expand their role within the business as time goes on
- Strong team player
- Foreign language skills a bonus but not required

Starting pay will depend on experience, however this is regularly reviewed on a performance basis.

For immediate start.

**Job Types**: Full-time, Part-time

Expected hours: 36 per week

**Benefits**:

- Cycle to work scheme
- Free parking
- Language training provided
- On-site parking

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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