To ensure continuity of customer care and support to thepanies' client base by utilising the various in-house systems, individuals, and departments.
This position requires a dynamic and proactive person with a can-do attitude to assist the Service Delivery Team in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer “aftercare” are achieved to the requiredpany standards.
Main Duties and Responsibilities:
• Processing quotes for remedial and other PPM related work
• Logging, booking, and closing calls, PPM and remedial calls.
• Scheduling /co-ordinating engineers’ jobs throughout the day and at the end of the day
• Processing of RAMS/Permits/Portals
• Order Processing with Suppliers and third parties raising PO’s
• Tracking/updating escalation tracker.
• Updating customer trackers.
• Monitoring Engineer attendance for SLA’s
• Sending daily schedule updates.
• Ensure any customerplaints are escalated
• Chasing engineers/Sub-contractors/LSPs for job updates
• Updating the CRM system with any relevant information
• Produce quotes in a timely manner, carrying out pre-checks before approval by the Reactive Field Line Manager or PPM Lead before being sent out if applicable.
• Attend internal, external meetings and training courses as and when required by Manager
• Infill for cards and sundries (Quotes, PO’s, Orders, emailms)
• Any other relevant duties as defined by the Manager
Key Skills Required:
Ability to work on your own without supervision
Organisational Skills
Good numeracy skills
mercial Awareness
Flexible, dynamic, adaptable with a can-do attitude.
Knowledge of CRM Systems
Ability to work to deadlines. This may require working later than the given working hours to ensure that engineer/customer requirements arepleted.
Flexible working hours as and when required
Person Specification – Essential Knowledge Skills and Experience
The ability to work with initiative and confidence, and have an enthusiasm for customer service and sales-related work
Experience of administrative work with the ability to prioritise tasks, work under pressure and to tight deadlines
Organisational abilities
A sharp eye for detail
Ability to follow any verbal or written instructions accurately
Excellent written and oralmunication and negotiation skills with the ability to deal with external customers, colleagues and outside agencies at all levels.
Good numerical skills
Good keyboard andputer skills, including familiarity with standard MS Office applications, in particular Excel and Word.
Ability to work as part of a team
Desirable Knowledge and Skills:
Experience of working within a Sales/Office environment.
Experience of working within a Customer Care/Helpdesk environment
Experienced and familiar with the operation of a “CASH” mentor or similar CRM system.
Experienced coordination of sales staff, engineers – both service and installation across the UK.
Experience of invoicing and handling of relevant purchase orders
Experience of working as a team member or alone
Experience of MS Office packages, Excel, Word and Outlook