Junior Customer Excellence and Business Administrator
Join to apply for the Junior Customer Excellence and Business Administrator role at MBP Door Solutions.
Location: Great Bridge
Contract Hours: 08:00 - 16:30, Monday to Friday. 40 hours
Environment: Busy Distribution Office
Employment type: Part-time
Seniority level: Internship
Job function: Administrative
Industries: Consumer Services
Overview / Apprenticeship
The successful candidate will complete a structured apprenticeship programme Level 3 Business Administration Apprenticeship, which combines practical learning in the workplace with formal training. You will be required to undertake regular assessments as part of your apprenticeship, leading to the achievement of a nationally recognised NVQ qualification.
Primary objectives
To aid the company in the delivery of after sales care. This includes dealing with customer complaints, logistics, customer enquiries, team administration and reception duties all within an agreed time scale, ensuring a high level of service and customer satisfaction.
Responsibilities
* Provide administrative support to the Customer Service Excellence and Quality Team.
* Coordinate and liaise with customers regarding delivery shipments, updates, PODs and complaint responses.
* Carry out reception duties (going forward).
* Assist with complaints and inquiries in the business system (Odoo) and ensure information is recorded and passed to the Customer Service and Administration Co-ordinator.
* Liaise with customers by telephone and email to ensure high levels of service.
* Process proof of deliveries, ensuring they are received by the customer and provide support with courier liaison.
* Identify customer needs to ensure complete customer satisfaction.
* Monitor FAS Customers and Logistics inboxes.
* Provide excellent after sales and support services.
* Provide administration support to Quality Team Leader.
* Ensure inquiries are handled from identification through to resolution using correct processes, in an effective and professional manner.
* Maintain ISO 9001:2015 standards and report any changes.
* Assist with Customer Service Excellence requirements and projects.
* Ensure the quality and accuracy of all information is maintained and timely.
* Maintain electronic filing systems for all documentation.
* Promote customer focus and OTIF targets.
* Comply with Health and Safety responsibilities as defined in the company policy.
Education / Qualifications
* Good basic standard of education required - 5 GCSEs or more including English & Mathematics (grade C/5 or above).
* Employee to undertake Business Administration NVQ qualification.
Experience
* Essential: Forward facing employment/work experience; computer literacy (Microsoft Office - Excel, Word, PowerPoint); strong communication and presentation skills.
* Desirable: Knowledge of Quality Systems and processes; Knowledge of ISO 9001:2015 standards.
Additional - Required Skills
* Driven to achieve results; high level of consistency and accuracy; numerate with attention to detail; courteous; self-disciplined to meet deadlines and follow procedures.
* Willing to learn and develop personal knowledge; self-motivated with focus on quality and improvement.
* Strong teamwork and interpersonal skills; ability to communicate at all levels; excellent customer focus.
Key Measurables
* Quality related KPI’s
* OTIF - 97%
* Quality complaints - 98%
* Maintenance of grades in accreditation audits
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