Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Main Purpose of Role
Dimplex UK is all about customer focus and putting the customer at the heart of what we do. From trade customers to large Multiple Retailers, in this role you will be responsible for entering all customer sales orders into SAP system, ensuring accurate account identification and correct pricing, whilst resolving any issues to allow the order to move through the system to dispatch. You will also be responsible for customer contact, advising on issues and updating on progress and offering a high level of support to our Sales Teams and other departments when necessary.
Key Accountabilities
* Entering Sales Orders in SAP (Manual and via Electronic Data Interchange) to ensure key customer demands and KPI’s are met
* Ensuring Orders are accurate and correct to avoid future disputes
* Resolution and/or Escalation of any issues relating to pricing and materials to relevant departments or senior staff members
* Communicating with customers inbound and outbound, via telephone and emails, updating on progress, answering queries and promoting products and incentives where possible.
* Issuing Quotations and supporting the Field Based Sales Team
* Flag any process issues or improvements to Line Manager to ensure we are continually improving and providing the best customer service
* Carry out any other reasonable function necessary as requested by the line manager or their superiors and provide reasonable cover for others within the team.
Skills, Knowledge and Experience
Essential Criteria
* Experience within a similar Data Entry/Customer Service Role
* Eye for detail, critical thinking and problem solving.
* Excellent communication skills both verbal and written, utilising all mediums to communicate effectively.
* Proficient in the use of MS Office
* Ability to multi-task, prioritising workload and focusing on key customer requirements
* First rate interpersonal skills, understanding internal and external customers’ needs to develop working relationships
* Ability to maintain expectations set when working from home.
Desirable Criteria
* Experience of using SAP or similar ERP systems
* Experience of dealing with Wholesale Electrical or Plumbing companies and/or large Multiple Retailers.
* Experience of supporting an external team
Competencies
* Positive can-do attitude
* Curious and always looking for ways to improve
* Able to take ownership of tasks
* Demonstrates honesty and integrity
* The ability to plan-ahead, set goals and organise effectively to achieve objectives
* Customer focused and driven to exceed excellence
* Flexible and adaptable to change
* Team player who encourages positive communication and respect
Glen Dimplex Values
At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:
* Think Customer
* Care About People
* Value Innovation
* Keep It Simple
Acknowledgement
This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
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