Customer Service Administrator

1 week ago

Motherwell, North Lanarkshire, United Kingdom Resideo Full time £25,000 - £40,000 per year

As Customer Service Administrator, you will serve as the primary customer contact and ensure all customer needs and expectations are met. You will respond to inbound customer calls and emails regarding orders, returns and any related issues: problems, order changes, shipping, and resolution times etc. You will also be assisting other customer service associates with administrative duties.

In addition, you will be required to communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers and Product Managers to resolve customer issues. 

JOB DUTIES:

  • Managing the relationship with Customers on a day-to-day basis in an appropriate & professional manner. 
  • Provide and process information and feedback in response to orders, inquiries, concerns, and requests about deliveries, services, and returns.
  • Interface with supply locations and distribution centres and retain supply and delivery updates to provide feedback to customers. Contact will be via telephone and email. 
  • Respond promptly to customer inquiries and requests primarily via e-mail/SFDC Service Cloud cases and phone.
  • Take ownership to ensure customers always receive a high level of service.
  • Receive, validate, and book orders in line with customer agreements.
  • Handle, investigate, and resolve any customer complaints regarding failures within the order fulfilment process.
  • Ensure adherence to all Customer Care and Returns related processes.
  • To execute the day-to-day administration of the Customer Returns process and associated customer credits.
  • Direct requests and unresolved issues to internal departments/stakeholders and follow up until resolved.
  • Follow up customer orders with internal functions on time and update customers regularly and proactively.
  • Follow up on customer interaction, providing timely and meaningful feedback.
  • Support other administrative roles when required/requested.
  • Support projects and process improvements to increase customer experience and productivity.
  • Assess supply shortages of customer orders and feedback/escalate to Factory Planner.
  • Participate in regular meetings with suppliers on item flows (Past Due review, escalations, exceptional demand, order outlook, etc.) and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
  • Plan and execute express shipments.

YOU MUST HAVE:

  • Previous experience in a customer service role or experience working in an office-based environment 
  • Ability to work comfortably in a fast-paced environment 

WE VALUE:

  • Knowledge of Excel
  • Excellent customer service skills 
  • Previous experience working with Salesforce and / or SAP (this is not essential)

WHAT'S IN IT FOR YOU:

  • Hybrid working, with Mondays and Fridays worked from home
  • A warm, friendly and collaborative team environment
  • Excellent training & coaching to help you excel in your role 
  • Genuine opportunities for progression
  • Opportunity to work for a forward-thinking global brand
  • Life Insurance
  • Company Pension 

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