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Customer Support Administrator

4 weeks ago

Banbury, United Kingdom Fortress Technology (Europe) Ltd Full time

**Position: Customer Support Adminstrator**

Reporting to: Customer Support Manager

**Permanent**

**Location Banbury**

**Job description**

This individual will follow the direction from Customer Support Manager they will provide instructions and guidance to the Customer Service team members. They will be professional, pro-active and personable to all internal and external customers. This role requires flexibility, initiative and resilience to the pressure of balancing workload and time scales. Acting as the central hub for the business, providing administrative support to both the sales and serviced teams and customers directly.

The individual must have an eye for detail with a desire to improve processes and efficiency.
- Ensure quotations, PO receipt/Order Entry/RMA /Delivery tasks are carried out in a timely manner with excellent attention to detail
- Manage and arrange the Service Engineers job timetable, by location and customer demand
- Responsible for all UK and overseas Service visits, booking fights, hotels, parking, hire car, transfers etc
- Manage the Service filing system (to include archiving when necessary)
- Manage the creation of all Training & Machine manual.
- Create and assist in raising quotations for spare parts/service/Training
- Dealing with customer complaints and escalation
- Adhere to the validation process from contacting customer, raising visits to sending out correct Validation and SME certificates
- Adhere to the Service Call process for all outbound jobs from completion → Shipping → invoicing
- Adhere to the Spare parts and machines process from customer query, to quotation, ordering of goods and invoicing.
- Adhere to the Returns process from customer query, to booking in and liaising with other departments to a satisfactory completion.

**Personal attributes -** the jobholder will need to demonstrate:

- Pro-activity and initiative (including the ability to anticipate and resolve potential problems and challenges)
- Confidentiality and integrity
- Flexibility and the ability to respond well to change and pressure (calm and unflappable)
- Ability to positively influence and build effective relationships
- A personable approach with a good telephone and communication skills
- Self-motivation and energy
- Strong planning and organisation skills
- A meticulous approach and a high level of accuracy, demonstrating strong attention to detail
- Excellent communication skills
- Customer Focus
- People management skills

**Specific Skills**
- Proficient Microsoft Word, Excel essential
- Proficient of SAP system essential

**Working Hours & Benefits**
- 08:45 to 16:45 Monday to Friday
- Holidays: 25 days plus Bank Holidays
- Stakeholder Pension (3% Fortress, 5% Employee)
- Employee Access Program
- Fortress Hub - giving discounts to high street stores, entertainment, holidays, gym membership, cycle to work scheme, Specsavers voucher scheme
- Training and career development
- Free onsite parking

Dealing directly with Distributor/OEM day to day enquiries, establishing solid working relationships.

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

**Salary**: £23,000.00-£24,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Banbury, OX16 4XS: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 2 years (preferred)

Work Location: One location

Reference ID: NMTCSC17012023

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