Job Description
The Back Office Technical Support individual will be responsible for providing technical and administrative support to both customers and internal teams, ensuring efficient resolution of issues, processing of data, and contributing to the overall improvement of operational delivery within the manufacturing environment.
Key Responsibilities
1. Handle inbound queries from customers and service partners, ensuring timely resolution or escalation.
2. Investigate and process quotations, proposals, issues, complaints, bringing them to closure within agreed SLAs.
3. Produce operational reports and ad hoc analysis to monitor performance against KPIs and SLAs.
4. In collaboration with the commercial manager maintain and update CRM systems and internal databases accurately.
5. Collaborate with teams and management to ensure compliance with company standards and client requirements.
6. Production of weekly operational reports and other ad hoc analysis.
7. Creating and regularly publishing a portfolio of operational reports to support internal teams to drive improvements in performance delivery.
8. Providing associated commentary and understanding to ensure educated decisions can be made from the data.
9. Comply fully with existing business processes.
10. Ensuring performance is monitored against the contractual Service Level Agreements (S...