Customer Service Responsibilities:
- Monitor email service requests from external customers, which include contractors, distributors, and site management. Using email and within the boundaries of company policy acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required.
- Monitor email and MS Teams service requests from internal customers, which include cross functional division departments, UK and overseas based sales managers and management. Using email and MS Teams acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required.
- Receive and triage general enquiries, acknowledge receipt, and allocate to the appropriate department or person.
- Provide a daily shipping update to all customers with export orders in transit.
- Access and escalate complaints as required to the relevant department management.
- Manage projects and coordinate with relevant functions, beginning at the specification phase and continuing through purchase order receipt, drafting coordination, manufacturing release, and final shipment; ensuring continuity, alignment, and proactive oversight from pre-order engagement through project completion.
- Review and interpret CAD drawings to support customer discussions and identify risks, discrepancies, or missing information in drawings via phone calls or emails.
- Provide technical support and troubleshooting for field-related inquiries to resolve issues and guide customers through solutions.
- Maintain in-depth knowledge of company products to make informed technical and operational decisions; advise clients and colleagues on product applications.
- Addresses complaints and requests from distributors and field teams, assess their needs, and process orders to fulfil those requirements accurately and efficiently.
- Engage in hands-on technical learning to stay current with product and system developments.
- Review and validate purchase orders against quotes, approved layouts, specifications, and contractual requirements to ensure entry into CSI is accurate for processing and invoicing.
- Ensure scope alignment between architectural drawings, distributor expectations, and Thrislington product capabilities.
- Proactively manage project timelines including drafting approval cycles, revision control, material trigger points, production scheduling, and shipping milestones. Communicate any failed or at-risk ship dates to the C/S Manager.
- Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity.
- Provide accurate and timely responses to inquiries related to pricing, specifications, lead times, installation expectations, and order status
- Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity.
- Perform order entry into the organization’s ERP system in a timely manner with a high degree of accuracy.
- Initiate and process return authorizations (RMA) in accordance with company policies and warranty guidelines and communicate clearly with customers regarding return procedures, credit timelines, and replacement expectations.
Logistics and Administration Responsibilities:
- Support the administration of new projects, this includes adding and maintaining changes to the Master Production Plan, in advance of further manufacturing scheduling by the logistics and/or planning manager.
- Update and maintain changes to the Master Delivery Plan for approval by the Logistics Manager.
- Coordinate the export collections with the freight forwarding company. Provide all relevant export documentation required for each shipment, such as commercial invoices, ensuring the goods meet all compliance requirements for shipping.
- Visit the Chamber of Commerce to complete export documentation as required.
- Coordinate UK direct deliveries with sites and contractors and complete induction forms as required.
- Communicate late changes or requests to the Deeside despatch team using the designated MS Teams channel as required.
- Manage incoming vehicle fines, e.g. parking charges, speeding fines, and communicating necessary payroll deductions with Human Resources as required.
- Administer the RingGo, London congestion charge and fuel cards when required.
- Distribute job schedules to the offloading team on a weekly basis.
Using nominated courier companies arrange the shipment of finished goods, including hardware, replacement parts, etc. Provide the ship date and shipment tracking information to relevant parties when shipment has been arranged.
