Customer Service

**Purpose**:
Our Customer Service & Orders Administrators play a vital role in delivering great service to our customers. They build great relationships with customers, understand their needs and work in a dedicated way to coordinate order fulfilment.

**Main Duties**:

- Maintaining a positive, empathetic and professional attitude toward customers always.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Managing large amounts of incoming calls.
- Building sustainable relationships of trust through open and interactive communication.
- Go the extra mile to engage customers.

Processing Customers Orders in ERP System
- Advising customers on delivery / collection / stock / times etc.
- Communicating with customers about their orders, including any delays or changes in delivery.
- Checking product availability for customer orders and order items with Procurement & GDS Coordinator, if necessary, to satisfy the customer.
- Checking account balance / terms of sale / credit limits before collection / deliveries.
- Issuing invoices and credit notes.
- Answering questions about warranties or terms of sale.
- Assisting financial department with customers on accounting enquiries or flagged. accounting issues raised by the customer.
- Maintaining thorough and accurate customer service records.
- Working as part of the sales team to drive positive company sales results.

Coordination with HQ in Poland regarding daily orders/delivery schedules
- Sending orders to ALU PL within appropriate time frame.
- Liaising with ALU PL regarding deliveries time.
- Reporting stillages for collection from client.
- Updating ALU PL team with any changes regarding orders / address for delivery/ relevant contact details.

Work with Sales Manager regarding customers' needs and products
- Recommend potential products or services to SM by collecting customer information.
- Identify and assess customers' needs to achieve satisfaction.
- Provide accurate, valid and complete information by using the right methods/tools.

Customer claims processing
- Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure solution.
- Perform other general duties as needed
- Advising on company information.
- Communicating and coordinating with colleagues as necessary.
- Performing other tasks if needed.

**Essential Experience / Skills**:

- Previous administration experience of order processing and/or invoicing.
- Previous experience within a procurement and/or sales department, working with ERP/SAP processing.
- You should have experience in customer service and be able to build strong relationships with customers by understanding their needs, managing expectations but ultimately doing what you can to deliver great customer service
- You must have excellent communication and organisational skills, strong initiative, proactive attitude with the ability to work through the unexpected.

**Desirable Experience / Skills**:

- Previously worked in the manufacturing and/or construction industry

**About Aluprof UK**:
Aluprof is the leading European producer of aluminium building systems for both commercial and individual construction industries. Our products include windows and doors, commercial doors, façade curtain walling, garage doors, commercial window systems, interior screens, and roller shutters - all with sustainability and protection of our planet at the core of manufacturing. Aluprof UK is based in Altrincham and with a London office. We have 40 Sales, Customer Service and Operations employees working closely with our group headquarters in Poland.

**Benefits Package**:

- 28 days holiday per year + 8 days bank holiday (January - December). The business operates Summer and Christmas closures to help with workloads, employee wellbeing and work/life balance. These are deducted from the allowance.
- Role is office based with flexibility on an agreed working pattern.
- Digital GP Service from WeCare, Canada Life for you and your family.
- Group Death in Service Benefit.
- Company pension scheme (Scottish Widows) after 3-month probationary period with the option to salary sacrifice at 5 years’ service.
- Private health insurance (Vitality) after 3 months probationary period.
- Company sick pay scheme after 6 months.
- Company annual and employee bonus schemes available, paid at the discretion of management.
- Onsite, free car parking and secure bike storage.

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

Pay: £21,000.00-£24,000.00 per year

Additional pay:

- Bonus scheme
- Performance bonus
- Yearly bonus

**Benefits**:

- Additional leave
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Experience**:

- SAP ERP: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person