EPW1
Role: The role of the Customer Service Administrator 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:
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Adherence to all organisational policies
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Ensuring all tasks are completed to agreed deadlines for all customers.
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Work efficiently and effectively.
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Ensure effective communication with the Customer and Key Account Managers
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Accurate weekly and monthly reporting
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Implementation of KPI’s
Role Responsibilities:
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To coordinate all tasks relating to New Build Sites for designated accounts
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To build and maintain effective relationships with servicing branch personnel, site management and customer procurement teams.
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To liaise with Key Account Managers, Estimating and Technical department, all personnel and departments relating to Customer Service processing.
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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.
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To deal with all customer requests and queries to the agreed timescales
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To assume responsibility for various tasks as required
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Working as a team to support all service-related matters are completed within agreed timescales.
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To ensure customers are made aware of any shortages or delays that will affect service..
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Provide accurate reports that are requested by Customers (site management) and SBD personnel in the timescales required.
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Ensure order processing volume is in line with daily processing capacity.
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Support the review of Customer Service processes and procedures to recommend improvements towards increased efficiency in the department.
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Liase with branches to check appropriate stocks are within the branch and deliveries will be made on time.
Performance Measures:
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Attendance
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Recording of Daily/Weekly orders processed.
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Input error analysis to include duplications, processing errors, incorrect schedule and purchase order detail.
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Recording of agreed delivery timescales not met, product shortages leading to non-delivery in full and on time.
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Customer Credits
Personal Attributes
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Excellent telephone manner
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Organised approach to work
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Ability to work on your own initiative.
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Attention to detail.
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Positive approach to the working environment
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Driven approach to work
Skills /Abilities/ Qualifications:
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Good level of numeracy
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Strong communication skills
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Strong Excel skills in order to produce the reports that will be required by the Senior Management team.
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Capable of holding regular Teams meetings with SBD colleagues.
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Ability to spread workflow across the team in the most efficient way
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A calm individual capable of working well under pressure.
