Accessibility Links
  • Job reference: RMS0170774

Customer Service Administrator

  • Sector: Automotive
  • Location: Stafford
  • Job type: Permanent
  • Date posted: 25/08/2016
  • Duration: ongoing
The Role:
Purpose:

The Customer Service Executive is responsible for overseeing the daily activities including the order processing, sales administration, financial reconciliation & technical support for the brand.

Sales Support (Consumer):

• Handle orders by telephone, email or mail & check that they include correct prices, discounts & product numbers
• Contribute to customer satisfaction by ensuring the accuracy & timely processing of orders
• Inform customers of any delays & arrange alternative delivery dates
• Monitor & Liaise with the Purchasing Department to check on the progress of outstanding customer orders
• Allocate stock to outstanding orders & ensure orders are put into production
• First point of contact for all customers progressing their orders
• Confirm despatch date & despatch method to B2C customers
• Provide impeccable customer service
• Develop & maintain the client reputation amongst consumers
• Maintain pricelists & update accordingly
• Respond to incoming email & phone enquiries
• Attend events, such as exhibition & conferences
• Ensuring sufficient stock levels

Developing brand awareness and sales (B2C)

• Propose quarterly e-shot campaign content to the Business Development Manager and send out to database of customers
• Keep consumer database up to date with new contacts from orders, exhibitions and other methods
• Monitor competitor products technology and prices, provide quarterly report to the Business Development Manager detailing any technological advancement, USP’S, company information and pricing. Based on competitive information gained work with the Business Development Manager to formulate new commercials if required
• Peruse new ways of increasing business such as new sales channels, forums, insurance companies and advertising
• Work with PR on campaigns to increase awareness in desired sectors
• Maintain social media platforms
• Explore new sectors to develop, ie: Classic cars, horse boxes and high speed trailer market
• If required work with design company to develop new industry specific literature

Sales Support (Business):

• Handle orders by telephone, email or mail & check that they include correct prices, discounts & product numbers
• Provide Sales Order Acknowledgments for all orders placed
• Contribute to customer satisfaction by ensuring the accuracy & timely processing of orders
• Inform customers of any delays & arrange alternative delivery dates
• Monitor & Liaise with the Purchasing Department to check on the progress of outstanding customer orders
• Allocate stock to outstanding orders & ensure orders are put into production
• First point of contact for all customers progressing their orders
• Provide impeccable customer service
• Develop & maintain the client reputation amongst client key accounts
• Maintain pricelists & update accordingly
• Respond to incoming email & phone enquiries
• Attend events, such as exhibition & conferences

Technical Support:

• Offer technical support to both B2C and B2B customers
• Coordinate the return of all faulty products & acknowledge to customers receipt of return product within 1 working day
• Arrange the replacement(s) of faulty goods or the return of the customer’s repaired units

Financial Support:

• Responsible for taking credit & debit card payments
• Provide copy invoices as & when requested
• Financial reconciliation of all payments made by:

- BACS
- Roman Cart
- Amazon
- Credit Cards
- PayPal

Reporting:

• Prepare monthly key performance indicator reports - deadline 1st of each month
• CAR Reports for all Retail Accounts and business accounts
• Produce monthly report to show success of client sales - deadline 1st of each month
• Prepare 2 bi-annual reports for all client's faulty products & present to both Purchasing & Business Development Manager

Administration Support:

• Respond to customer enquiries received via Amazon or eBay websites within 24hours of receipt including customer complaints
• Respond to customer enquiries and customer complaints received via client website within 48hours of receipt (escalating to BDM if necessary)
• Published comments/enquiries receive response including resolution
• Unpublished comments/enquiries receive private response including resolution
• Maintain client product listings on eBay, Amazon & client websites
• Monitor competitor performance on eBay & Amazon websites & provide feedback
• Monitor & maintain 5 star Customer Service ratings on Amazon & eBay websites
• Monitor all client related Google alerts & provide feedback
• Set up promotional offers for client website via Roman Cart
• Provide Proof of deliveries as & when requested
• Provide full administration support to client Business Accounts
• Maintain customer records & ensure all relevant information is up to date (Extra Text, payment terms, carriage charges etc.)
• Provide a variety of sales support to the Business Development Manager
• Keeping record of sim card & module serial numbers per customer
• Instructing Activation of sim cards
• Registering customers on portal

Skills & Experience:

• Dedicated and motivated
• Prepared to help out in other areas of the client business if required
• Excellent interpersonal skills
• Clear & concise verbal & written communication skills
• Good customer service skills
• Ability to multi-task
• Team player, willing to play a part as & when required
• Focus & goal-oriented disposition
• Attention to detail
• Knowledge of & ability to collaborate when necessary with other departments
• Excellent organizational skills
• Demonstrate enthusiasm about the sales support role & remain up-to-date with changes
• Strong analytical and problem-solving skills
• Ability to meet deadlines without compromising consistency in the process
• Experience dealing & handling sensitive information
• Ability to work under pressure
• Ability to prioritize to guarantee that all issues are allocated the required time to be handled in a professional manner
• Proven experience within a fast paced administrative position
• Excellent IT skills including the use of all Microsoft packages
Similar jobs
Scott Smith
Specialist Engineer - Suspension Tuning - 31077 Location: Gaydon Duration: 26 weeks The Company: Our Client is a world leading Automotive OEM...
Pentip Chobdham
System-Wide ITC Manager Location: Bangkok Duration: The Role: Purpose of the job (explain in a few sentences the...

TOP