Customer Service Advisor

3 months ago

NewarkonTrent, United Kingdom Blueprint Operations LTD Full time

Customer Service Administrator

**Overview**

This role sits within the Customer Service Team and reports directly to the Customer Service Manager. This role's main purpose is to ensure that all orders and enquiries are processed and answered, meeting our strict SLAs and KPIs (where possible). Along with the above, Customer Service Administrator will create reconciliation reports between SAP Salesforce and other systems, communicating efficiently between departments and team members.

**Main duties and responsibilities include**
- Responsible for processing all types of orders in Salesforce and SAP systems. (Hardware, Software, and Hardware & Software). Also, taking responsibility for any other enquiries incoming to Salesforce inbound cases.
- Responsible for creating, analysing and reconciling daily, weekly and monthly Excel reports and correcting discrepancies when required.
- Responsible for communicating clearly and effectively with Product, Operations, Service Support Centre (Droitwich), and Finance teams when required.
- Responsible for reporting any cases that require escalation to the Line Manager or Director of Operations (during the Manager's absence)
- Responsible for supporting and communicating within the team on ad-hoc tasks.
- Responsible for attending to the scheduled machines and system training, taking notes and utilising new skills efficiently.
- Responsible for constantly learning and expanding knowledge about the product, spares and any changes that may affect the team and business.
- Responsible for chasing customers for outstanding spare returns with close cooperation with the Operations Team.
- Responsible for communicating to the Sales team regarding any enquires and orders that don’t fall under the SOP (Standard Operation Procedures)

**Qualifications & Skills**
- Suitable to excellent interpersonal and communications skills
- Good organisational and time management skills
- Experience within Customer facing roles (direct and indirect), ideally in a fast-paced environment.
- Excellent attention to detail is essential.
- Experience in accurately processing orders with an understanding of stock movement and control.
- Knowledge of SAP and Salesforce CRM is desirable, along with the ability to quickly learn new systems.
- The ability to work effectively under pressure whilst meeting set deadlines and always maintaining accuracy.
- Excellent communication skills and the ability and desire to go ‘above and beyond’ to promote customer excellence are essential.
- Commitment, a strong work ethic and a ‘can do’ attitude is essential.
- Flexibility and the ability to work independently and as part of a team.

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

**Salary**: £23,000.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Gym membership
- On-site parking
- Store discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

COVID-19 considerations:
Common surfaces are sanitised regularly with all surfaces cleaned daily. We have sanitiser at every desk station along with every door point throughout the building. We maintain social distancing and have desk screens throughout the office.

Work Location: In person

Reference ID: CC006

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