As a Senior Client Support Administrator you will support the day to day administration of Client Support, offering outstanding contract support and customer service in a fast paced friendly environment and providing a continuous professional and dedicated service. This is a fixed term contract for 12 months. Working hours: Various daytime shifts, 06:00 - 18:00 As a Senior Client Support Administrator you will be the first point of contact for a number of our well known clients, delivering outstanding customer service. You will be required to resolve queries, looking after the stock/order management for allocated clients, as well as communicating with internal departments to achieve the best solution for any incoming queries. Key Duties of a Client Support Administrator:
* Control the timely and accurate receipt of sales orders, ensuring they are available to the warehouse within agreed timeframes
* Key manual orders onto SAP ensuring a 5 point check is completed for each order processed.
* Chase any missing / outstanding orders with the client obtaining clarification of receipt or non-receipt
* Control duplicate receipt of orders communicating to the client and confirming if orders are to be processed or cancelled
* Control of customer shelf life settings within SAP
* Manage EDI crashes within SAP, processing failures and resolving issues
* Cap and allocate stocks to orders capturing fulfilment to customers where requested
* Inventory management and quality control, avoiding mis-rotation of stocks, holding and releasing stocks from and to various quarantine status' upon request
* Deal with Clients face to face, by phone or email, ensuring queries are dealt with are managed in a timely and professional manner
* Provide Client reports that are accurate and communicated within the agreed timeframes
* Ensure positive client experience through high quality service and communication thereby attaining client retention
* Provide detailed traceability reports to clients within an agreed timescale
* Obtain special costs for one off delivery points and off delivery destinations
* Communicate with internal and teams to achieve query resolution for Clients
* Train new starters on full end to end processes
* Support and work alongside Client Support Supervisors providing assistance where required
* Help towards maintaining adequate holiday and sickness cover throughout the team
* To learn and understand each Client's needs and requirements to allow cover to run smoothly and effectively
* Identify key areas of improvement of the day to day running of each account
* Ensuring with the support of the Supervisors each personnel has a balanced workload
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