Customer Operations
7 months ago
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 stock-related 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 non-return 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 hard-working 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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