Customer Response Specialist
3 weeks ago
**Purpose**:
To be the in-house sales frontline of the company to customers, processing and expediting sales orders, building outstanding levels of customer relationships and resolving customer queries
**Reports to**:
Customer Response Manager
**Manages**:
N/A
**Skills/Attributes Required**:
Good team player with excellent time management skills
Motivated, self-starter who can operate and achieve results with minimum supervision
Strong relationship development and communication skills to foster positive relationships both internally and externally
Realises the importance of customer service. Always ensures that what is promised is carried out
Proven organisational skills
Aptitude to support the development of company sales
Excellent working knowledge of Microsoft Office Word, Excel and Outlook
General office skills with a high level of accuracy
A professional and courteous telephone manner and a confident response to phone and personal callers
A clear understanding of the company’s policies, particularly regarding acceptable standards of behaviour
**Education/Experience Required**:
At least 2 years of proven customer service experience
Secondary education, possessing 4/5 A-C GCSEs or equivalent and/or some further education or NVQ level qualification
**Certifications/Licenses Required**:
None
**Primary Responsibilities**:
To take and process sales orders and enquiries promptly and accurately
To represent the company to customers and others in a professional and courteous manner
To ensure customer and other records are maintained and updated promptly and accurately
To pro-actively contact customers to agreed schedules as required in conjunction with members of the Customer Response Team
To act as the intermediary between the customer, Purchasing, Logistics and Sales for resolution of queries and issues arising
Maintain relationships with existing and potential customers in order to facilitate the growth of the business profitably
**Performance Objectives**:
Performance data obtained from Key Performance Indicators and through reviews with Customer Response Manager
30/60/90 day Review
Customer satisfaction - number of orders inputted correctly at 99.6% by probation sign off
**No**
**Responsibilities/duties**
**Frequency**
**1.**
Taking and expediting of sales orders, recording them on SAP and resolving any related problems/issues wherever possible, ensuring customers and sales personnel are aware of unexpected delivery delays, delivery problems and order shortages
Daily
**2.**
Daily
**3.**
Filing of customer confirmation orders
Daily
**4.**
Answering the telephone as part of a team within 2 rings
Daily
**5.**
Managing and resolving customer enquiries, product queries, price queries, delivery queries
Daily
**6.**
Passing on to the Internal Sales Support any pricing or technical queries etc that cannot be resolved directly
Daily
**7.**
Contact customers to agreed schedules to obtain orders
Daily
**8.**
Checking all open orders on the system to ensure no deliveries are missed
Daily
**9.**
Update the internal use price list
Monthly
**10.**
Contact customers to book in deliveries as agreed with individual customers
As required
**11.**
Process paperwork for customer returns and pass to the warehouse team
As required
**12.**
Process credits for customers following the return of goods
As required
**13.**
Communicate with sub-contract warehousing facility for despatch of goods to the customer
As required
**14.**
Organising additional transport for urgent customer deliveries, including liaising with BDMs to confirm extra costs
As required
**15.**
Any other duties as directed by management from time to time
As required
**16.**
Tracking of carrier deliveries online, for delivery date/time, damages, missing products
As required
**17.**
Coordinate product dispenser fitting at customer sites
As required
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