Customer Service Operative

Role:

The role of the CSO is to be responsible for ensuring the workflow relating to all new build processing, administration and communications are completed to a high standard and within agreed timescales.

Mandatory Responsibilities

• Adherence to all organisational policies
• Ensuring all tasks are completed to agreed deadlines for all customers.
• Work efficiently and effectively.
• Ensure effective communication with the Customer and Key Account Managers
• Accurate weekly and monthly reporting
• Implementation of KPI's

Role Responsibilities

• To coordinate all tasks relating to New Build Sites for designated accounts
• To build and maintain effective relationships with servicing branch personnel, site management and customer procurement teams.
• To liaise with Key Account Managers, Estimating and Technical department, all personnel and departments relating to CSO processing.
• To manage all day-to-day administration tasks, to include processing of all incoming call offs, raising quotations, managing and responding to all enquiries sent through to the central sales office via email and telephone.
• To deal with all customer requests and queries to the agreed timescales
• To assume responsibility for various tasks as required
• Working as a team to support all service-related matters are completed within agreed timescales.
• To ensure customers are made aware of any shortages or delays that will affect service.
• Provide accurate reports that are requested by Customers (site management) and SBD personnel in the timescales required.
• Ensure order processing volume is in line with daily processing capacity.
• Support the review of CSO processes and procedures to recommend improvements towards increased efficiency in the department.
• Liase with branches to check appropriate stocks are within the branch and deliveries will be made on time.

Performance Measures

• Recording of Daily/Weekly orders processed.
• Input error analysis to include duplications, processing errors, incorrect schedule and purchase order detail.
• Recording of agreed delivery timescales not met, product shortages leading to non-delivery in full and on time.
• Customer Credits

Personal Attributes

• Excellent telephone manner
• Organised approach to work
• Ability to work on your own initiative.
• Positive approach to the working environment
• Driven approach to work

Skills/Abilities/Qualifications

• Good level of numeracy
• Strong Excel skills in order to produce the reports that will be required by the Senior Management team.
• Capable of holding regular Teams meetings with SBD colleagues.
• Ability to spread workflow across the team in the most efficient way
• A calm individual capable of working well under pressure.