Job Title: Customer Sales Support Administrator
Department: Customer Services
Reports to: Customer Service Supervisor/Customer Service Manager
Direct Report: None
Hours: 37.5 hours per week
Job Purpose
To provide excellent customer service by proactively managing customer accounts. This includes handling of enquiries, processing orders, reporting on the progress of the orders, and expediting them as needed.
Duties and Responsibilities
* Manage dedicated customer accounts from initial contact to completion.
* Communicate with other departments to ensure customer enquiries received are respond to as accurately and swiftly as possible either via telephone, email, or Whatsapp.
* To liaise with YBSUK Regional Managers on all aspects of account administration
* Actively contacting customers to maximise all potential sales opportunities
* Enter customer orders in an accurate and timely manner.
* Work with other departments to ensure availability of products so that customer orders are delivered on time and in full.
* Management of customer backorders ensuring that these are reserved and shipped in a timely manner.
* Management of the customer consignment process, handling reporting and ensuring that correct stock levels are maintained.
* Provide customers with documents such as Proof of Delivery information and invoices, as requested.
* Achieve defined performance targets/standards and contribute to the achievement of service levels.
* Gain a basic understanding of the product range being offered and advise the customers accordingly.
* Maintain up-to-date customer data within the CSS.
* Gather customer feedback and elevate complaints where necessary.
* Provide support to supervisors and department managers as needed.
* Undertake housekeeping and reporting functions.
* Attend and contribute at team meetings.
* Ensure your skills base is maintained through continual understanding of new products.
* Adherence to standard operating procedures.
* Communication methods during day-to-day tasks include but are not limited to phone, e-mail, messaging platforms, Microsoft Teams etc.
This is a summary job description and not an exhaustive list.
You should be prepared, when required, to undertake any work allocated to you by your line manager.
Desired Attributes
* Willingness to help people
* Ability to take ownership of customer problems
* Friendly approach
* Enthusiasm and energy
* Drive and Commitment
* Ability to interact and build rapport
* Understanding of the role of customer service
Experience and Qualifications
* Good maths and english skills.
* NVQ Level 3 in customer service is desirable.
* Demonstrable experience in customer service or accounts management role
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