Customer Service Administrator

Position Summary

As part of a fast paced Inside Sales department the Inside Sales Administrator will serve as the key contact point for distributors and area sales managers and is responsible for coordinating all aspects of customer service, including order processing, quotation generation and follow up, delivery checks, technical enquiries, order expediting, and delivering a world class level customer service to all internal and external customers.

Responsibilities

• Deal with incoming telephone and email enquiries from customers (both internal and external) promptly, efficiently and effectively.
• Provide information/queries on stock availability, existing orders, and new enquiries.
• Accurately input customer orders into QAD, providing pricing and quotations.
• Process customer concerns using the company's Customer Concerns Software, including delivery, pricing and invoicing, putting the customer front and centre.
• Use the company's QAD system and generated reports to proactively maintain and manage key customer order books, ensuring projected sales are reviewed and updated.
• Progress improved due dates for specific order lines, expediting orders with Supply Chain and Value Streams/Planners.
• Liaise with shipping departments to arrange airfreight/DHL carrier shipments if requested by customer or external sales teams and agreed by the business.
• Assist Finance in reducing outstanding invoices held by customers and waiting for discrepancy resolution.
• Utilise CBS to continuously improve processes and efficiency.
• Ensure that any leads on new projects or customer requirements are raised at the appropriate level or actioned appropriately.
• Complete ad hoc tasks and provide administrative support as required.

Qualifications & Experience

• Excellent customer service ethos developed by working in a customer service industry, with experience dealing with demanding customers.
• Genuine interest in the customer's journey from quote to delivery of product.
• Outstanding communication skills, both written and verbal.
• Proven experience dealing with customer concerns (complaints).
• Proven track record of developing sound working relationships with team members, customers and other functions within an organisation.
• Experience working within a lean environment (desirable).
• Knowledge/experience of, or interest in, valves - specifically those associated with HVAC services including safety valves, or proven sales experience in a diverse selection of fields (desirable).
• Experience working with international customers (desirable).
• Experience using software packages such as Excel and Word.

Personal Characteristics

• Excellent organisational skills.
• Ability to work well under pressure; resilient.
• Attention to detail.
• Self motivated; a team player with a can do approach.
• Conscientious, flexible, results driven.
• Seeks out areas for improvement.

Equal Opportunity Statement

We believe in inclusion and diversity, and we seek applications from candidates who will contribute their different backgrounds, cultures and experiences to our business. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic.