Customer Services Administrator

CUSTOMER CARE ADMINISTRATOR

Our client is currently seeking a Customer Care Administrator on a fixed term contract (approx. 12 months) to cover maternity cover.

As the Customer Care Administrator you will be central to the business, liaising daily with the sales department, operations department and logistics department, therefore this role will be office based.

Job Title: Customer Care Administrator

Reports to: Customer Care Supervisor

Salary: Negotiable based on experience

Location: Staplehurst, South of Maidstone

Key Responsibilities

CRM Admin

• Fulfilment reports: run daily in the morning, to show orders that haven’t been dispatched for the warehouse – data is then used to create month end report.
  
  
• Full responsibility for managing the Sales Order Dashboard (ensuring all orders processed withing 48 hours).
  
  
• Oversee allocations.
  
  
• Liaise with Customer’s Area Managers where authorisation is required.
  
  
• Process all orders including regular batch processing throughout the day.
  
  
• Check for any orders that haven’t been authorised for over 3 days, send an email to the area manager to get authorisation.
  
  
• Make amendments to orders, as directed by customers.
  
  
• Make order amendments such as quantity and pricing requested by Sales.
  
  
• Process ‘add to orders’ and consolidating the yellow slips.
  
  
• Process emergency orders.
  
  
• Keeping CRM orders up to date, printing and orders where necessary, updating orders for invoice when needed.
  
  
• Printing back orders and keeping spreadsheets to record back orders.
  
  
• Checking of emails throughout the day – looking out for order cancellations, order authorisations, requests, chasing delivery of orders, questions regarding products etc.
  
  
• When pre-payment orders come in – work with the accounts team to get the payment before processing the order.
  
  
• Liaising with group head offices to get the products authorised.
  
  
• If there are stock shortages, check Stock Out report for expected time of arrival. Liaise with Supply Chain team. Make decision on if order of part despatched or order waits for stock to despatch in full.
  
  
• Liaise with Sales Manager regarding on request items and ask them to communicate to site.
  
  Account Admin
  
  
• Troubleshoot online account management
  
  
• Assist in day-to-day key account support
  
  
• Setting up current customers with an online account and sending relevant details and online user guide.
  
  
• Resetting log in details when needed.
  
  Contacts System
  
  
• Processing Customer orders.
  
  
• Liaising with the operations team to process sign orders for customers.
  
  Inbox/Sales phone
  
  
• Assisting with the day-to-day customer service.
  
  
• Answering the phones regarding queries and delivery issues.
  
  E Commerce Administration
  
  
• Product and code creation.
  
  
• Product uploads i.e.: Images, descriptions and supporting documentation and Exchequer.
  
  
• CRM Management – general admin.
  
  Key Skills & Competencies
  
  Excellent time management
  
  Ability to prioritise
  
  Confident communicator
  
  Attention to detail
  
  Provide excellent customer service
  
  Possess a strong work ethic
  
  Team player
  
  Computer/IT Skills – Excel, Word
  
  Interpersonnel Recruitment is operating as an Employment Agency for our client for this particular role. By applying you give consent for your data to be handled and processed under GDPR Legislation for the purpose of your current employment search.
  
  We ask that all applicants already have Right to Work UK documentation in place and on file.
  
  We are pleased to receive a significant number of applications for most roles advertised. We are therefore unable to respond to individual applicants unless shortlisted. If you have not been contacted within four weeks of the closing date you should assume you have not been shortlisted on this occasion.
  
  Interpersonnel is an equal opportunities employer. All our current vacancies are on our website – search “Interpersonnel Kent