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
We’re dedicated to delivering world class service and that means having a world class team. In this role you will support the Customer Support teams, acting as a gatekeeper for various back-office tasks, data entry and any follow up administration support required to deliver required service levels. Whilst the majority of your duties are supporting internal teams, you must be confident in inbound and outbound communication with customers and consumers.
Key Accountabilities
* Triage customer enquiries, creating a ticket or case reference and assigning to the appropriate department or colleague either via email, telephone or written communication to ensure efficient customer journey
* Monitor Ticket & Case SLAs for non-conformances, escalating failures to line manager in order to provide a resolution
* Maintain and distribute daily, weekly, and monthly report requirements to relevant stakeholders to keep them informed on progress.
* Provide updates to customers and end users on delayed engineer attendance, orders or out of stock items in order to maintain a positive customer experience,
* Monitor SAP Order reporting, assisting with escalations and closing or escalating aged orders to ensure we a seeking a resolution.
* Ensure all case or ticket related records and documents are kept updated utilising the required systems in line with company quality standards and procedures in order to maintain best practice.
* Maintain Technical Services file structure including Holiday and Office Rotas to ensure data integrity
* Issue copies of invoices and assisting with credit note creation for engineer and installer repairs and in house product repairs to maintain a positive customer experience
* Ad hoc administration support for the Technical Services Team to help them maintain a high level of professionalism
* Place Orders and raise Return Order requests in SAP on behalf of Technical Services teams to help maintain service levels.
* Update daily reports used by Technical Services teams and maintain SharePoint folders to ensure data integrity is maintained.
* Manage and update all system materials discrepancies and stock requirements issuing to Supply Chain & GDHV Master Data Team to ensure we are matching supply and demand accurately
* Uphold the highest standards of quality, protect and consider the environment whilst adhering to our ISO9001 and ISO14001 processes and procedures, to comply with the company ISO standards
* Carry out any other reasonable function necessary as requested by the line manager or their superiors and provide reasonable administration cover for others within the team in order to maintain business output.
* Actioning administration tasks on behalf of Field Service Scheduling team and support with workload where required.
Skills, Knowledge and Experience
Essential Criteria
* Excellent communication skills both verbal and written, utilising all mediums to communicate effectively.
* Ability to multitask, prioritising workload and focusing on accuracy of data
* Capability to work well under pressure
* Proficient in the use of O365, namely SharePoint & Excel
* Reception or Administration NVQ or similar
* 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
Desirable Criteria
* Knowledge and experience of using SAP or similar ERP based system
* Queue based Task Management systems
* Experience of operating within an ISO accredited structure
* Similar duties within a technical environment, engineering or service engineer support desk
* Facilities management
Travel
At times there may be a requirement to travel to other GDHV sites for training and briefings.
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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