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Customer Service Administrator
2 weeks ago
My client is looking for a Customer Sales Executive to join their expanding team.
Salary & Benefits:
- £22,000-£28,000 depending on experience
- 25 days holiday and up to 5 days for each year you work
- Dental Insurance
- Life Insurance
- Travel Insurance
- Health care
- Perks & Discounts
The role incumbent is responsible for the handling, management and successful completion of enquiries received from all channels and Product/Business Sectors.
This will include but will not be limited to the production of quotations into the relevant system within agreed timescales and to advised criteria, predominantly for existing customers.
Follow up of quotations raised to increase conversion to order outcomes.
Escalation of new customer enquiries to the relevant Sales Team
Key Responsibilities:
- To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by the company
- To be responsible for the daily management of Service Cloud Case Enquiries ensuring tasks are dealt with and or escalated to ensure response times are wiithin agreed KPI timescales
- To be responsible for the daily Webchat customer engagement responses within agreed timescales
- To ensure that all customer price requests received are responded to by production of a formal quotation in IFS and quotations are followed up within agreed timescales and conversion rates
- To respond to Tender requests which are not being managed by the Business Development Teams
- To push the companies manufactured products in the production of quotation requests for 3rd party products
- To handle customer complaints by logging into the Service Cloud Complaint System and ensure the KPI reporting is maintained and issues escalated to the Manager
- To communicate closely with Order Entery personnel and provide back up support during times of absence
- To communicate closely with Sales Personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback
- To enter new account information into IFS and add new delivery and contact requests as may be required ensuring the companies protocols for data entry are followed
- To escalate requests for service delivery reports from customers both internal and external to the appropriate Manager
- To actively promote the Webshop to all customers
- To assist with revenue campaigns from time to time to support marketing and sales activity
- Taking responsibility for ensuring that customer expectations are exceeded against response KPIs
- To learn about the company Standards products and services and keep up-to-date with changes
Person / Experience Required
- Experience of working in a sales support environment.
- Experience using a CRM system and supply chain management process system.
- Experience in using ERP systems such as SAP, ORACLE, SAGE etc.
- Excellent telephone manner and communication skills.
- Good organisational abilities with strong attention to detail;
- Can do attitude and willingness to go that extra mile.
- Ability to work under pressure to meet deadlines;
- Good level of computer literacy and keyboard skills; Excel essential.
- Flexible individual with the right attitude to want to succeed in a commercial environment;
- Team player, supportive of colleagues;
- Customer focused, both internal and external custom
Please note:
