Summary
:
1. Monday to Friday 8am – 5pm
2. Office based
3. 33 days holiday per year
More Details:
Ifor Williams Trailers (IWT) is Britain's leading trailer manufacturer, operating at five advanced manufacturing sites across North Wales. The company was established in 1958 and to date has manufactured over half a million trailers.
The wide product range includes Livestock, Horsebox, General Duty, Tipper, Plant, Flatbed, Box Van trailers, Car Transporters, and pick-up Canopies. The customer base is equally diverse, ranging from the agricultural community to the plant and commercial industry and the leisure sector.
The company's philosophy is to design and manufacture trailers of the highest quality that combine the latest technology with strength, durability, ease of maintenance and value for money.
Role & Responsibilities:
We are looking to recruit a motivated and enthusiastic individual to Manage our Customer Care Department. You will be responsible for managing, administering and responding to incoming calls and emails from end customers and our Distributor network.
You will need to be organised, hard-working and this role will allow you to develop excellent product and company knowledge.
Ideally, previous experience in customer service and administration in a Manufacturing setting is preferred, but not essential. If you are willing to learn and have an enthusiastic can-do attitude, we will provide the required training for you to be successful. You will report to Senior Manage
Key Responsibilities
4. Completion of Departmental KPI’s
5. Identifying and implementing system and process improvements
6. Accurately record details of customer feedback (both positive & negative) in the customer care database
7. Reporting trends to Senior Management
8. Reducing risk and protecting the business from unsubstantiated or fraudulent claims
9. Problem solve any customer issues
10. Drive Product Development based on Feedback
11. Manage claims and the warranty process
12. Accurately manage product recall campaigns
13. Write and maintain Standard Operating Procedures to reflect any new process changes
14. Supporting our global distributor network
15. Attend Trade Shows
Key Requirements & Experience
16. Excellent written and verbal communication
17. Ability to work cross functionally with a number of stakeholders, understanding customer needs, unique departmental needs and crucially the needs of the business
18. The ability to learn and adapt to new processes
19. Empathetic to customer issues with a professional and courteous approach
20. The ability to speak confidently and clearly
21. Good time management and the ability to prioritise tasks based on urgency
22. Effectively build good working relationships with colleagues and the Distributor network
23. Preferably experience in Customer Service
If you would like to discuss this opportunity in more detail, please contact the Recruitment Team on 01490 412 626.