Customer Service Administrator – Manchester
Profile
Office Manager
Department
Sales
Contact Internal
Supply Chain, Planning, Production, Quality, Finance, Cardiff office and Production, Sales.
Contact External
Customers, Suppliers, Regional Sales
Role Purpose
Achieving an excellent customer experience and service levels, the creation and maintenance of new and existing customer accounts, a point of contact for business as usual customer activities. Provision of sales support for establishing and executing customer requirements and changes.
Key Performance Indicators/Dimension of Function
Customer satisfaction and retention to agreed target. Complaints expedited to target levels and closure rates. Customer deliveries to promise and manufacturing lead time. Level 1 customer support and issue resolution to agreed targets. Order entry rates to agreed target.
Core Actions / Area of Responsibility
1. Order acceptance, generation and acknowledgments
2. Coordination of quotation requests and acknowledgments (working with level 2 team)
3. Requirements capture and execution
4. Contract review process
5. Order execution process aligned with manufacturing SLA’s and agreed lead times
6. Establish and maintain new customer accounts (master data) and agreements within the ERP system
7. Maintain applicable customer portals and information systems (letters of conformity, special information requirements)
8. Establish customer satisfaction rates and information (feedback)
9. Provide information, guidance and support for product information and technical service requests
10. Capture and communication of customer change requests (products and services)
11. Support for company website and promotional activities
12. Maintaining professional and technical knowledge of applicable portfolios and services
To apply please email your CV to:
mark.astley@jaharrison.co.uk
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