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Customer Service and Office Administrator

2 months ago

West Bromwich, United Kingdom Midland Building Products Full time

**Primary Quality objective of this position**:
To aid the company in the delivery of after sales care. This includes dealing with customer complaints in an agreed time scale, ensuring a high level of service and customer satisfaction is achieved.

**Primary Administration Objectives**
- Receive, record and respond to customer complaints
- Deal with and process enquires
- Coordinate and liaise with customer’s regarding orders/shipments and complaint responses
- Input of sales orders and quotations
- Providing customers with delivery updates and/or POD’s

**Contract Hours **:0800 - 1700 Monday to Friday. 40 hours
**Holiday**: 22 Days + Bank Holidays

**Key Activities
- General**:

- First line response to all complaints - receiving, recording on business system (Odoo) and responding to the customer, ensuring all information is recorded and passed to the Quality Team Leader.
- Processing proof of deliveries - ensuring they are received by the customer and providing support in all aspects of courier liaisons.
- Input of Sales Orders, Quotations and Sales Administration as and when required.
- Identify customer needs to ensure complete customer satisfaction.
- Monitor open Quotations, requesting progress and feedback from customer utilizing the CRM system.
- Provide excellent after sales and support services.
- Use correct processes to ensure all enquires are handled and managed from identification through to resolution, in an effective and professional manner.
- Ensure the requirements of ISO9001:2015 standards are maintained and any changes are requested and reported.
- Assist with Customer Service Excellence requirements and projects.
- Ensure the quality and accuracy of all information is accurate and timely.
- Raise, process, and update systems with PO’s and sales orders quotations as and when required.
- Maintain filing systems for all documentation - Electronically.
- Promote customer focus through the organisation, keep focus on OTIF 99% 3-year target.
- Comply with Health and Safety responsibilities defined in the company Health and Safety policy.

**Education / Qualifications**
- Good Basic standard of education required - 5 GCSE or more with including English & Mathematics grade C (5) or above.

**Essential Experience**
- Customer service experience.
- Computer literate (Microsoft Office - Excel, Word, PowerPoint)
- Strong communication and presentation skills.

**Desirable Experience**
- Experience of working within a service / distribution environment
- Knowledge of Quality Systems and processes
- Knowledge of ISO 9001:2015 standards.

**Additional - RequiredSkills**
- Strong teamworking skills
- Driven to achieve results.
- High level of Consistency and Accuracy
- Numerate with good accuracy and attention to detail.
- Extremely high standards of courtesy.
- Possess the ability to prioritize and multi task without compromising service.
- Must be self-disciplined to work to tight deadlines and within set procedures.

**Personal Attributes**
- Must be willing to learn and develop personal knowledge.
- Self-motivated with a strong focus on quality and improvement
- Have positive energy, motivation and enthusiasm with a pro-active attitude and the ability to work under own initiative.
- Must be a strong team player with good interpersonal skills and able to communicate at all levels.
- Excellent customer focus, capable of going the extra mile.

**Key Measurables**
- Quality related KPI’s
- OTIF - 97%
- Quality complaints - 98%
- Maintenance of grades in accreditation audits

START DATE FOR THIS POSITION WOULD BE EARLY JULY 2024

NO AGENCIES

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

Pay: £25,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

Reference ID: Customer Service and Office Administrator
Expected start date: 01/07/2024