Customer Service Administrator
Job description:
I Holland Limited is a renowned producer of tablet punches and dies worldwide. With 75 years of experience, we are a successful British industrial company trusted by thousands of customers in over 100 countries, providing precise tooling solutions based on extensive research and engineering expertise.
Job purpose:
To deliver exceptional customer service by converting opportunities into sales and supporting customers throughout the 'I Holland' process. This role involves liaising with agents, sales staff, and internal departments for Tooling and PharmaCare Products, with a focus on accuracy and attention to detail, while adhering to our core values.
Principal duties & responsibilities:
1. Coordinate activities between agents/customers and I Holland Ltd.
2. Understand customer requests and requirements for Tooling and PharmaCare ranges.
3. Provide timely and accurate quotations, information, and correspondence.
4. Gather all necessary information, drawings, and correspondence to complete the order documentation.
5. Accurately enter quotes and orders into the computer system.
6. Manage customer samples and drawings.
7. Archive all relevant information following company procedures.
8. Support customers proactively, advising of potential issues.
9. Log concerns as Cases in the CRM system with detailed information.
10. Assist with reception cover when needed.
11. Support colleagues and share workload as appropriate.
12. Follow all policies, especially 'Contract Review'.
13. Comply with health, safety, environmental, and other regulations.
14. Attend meetings proactively as required.
Key performance indicators:
* High responsiveness and ownership in customer focus.
* Timely completion of tasks and adherence to schedules.
* Exceeding expectations and improving quality through collaboration.
* Proactively identifying issues and suggesting improvements.
* Maintaining professionalism and trustworthiness in communications.
* Demonstrating a positive attitude and supporting team morale.
Nature and Scope:
The role requires professionalism, self-motivation, initiative, and flexibility. Supervision is provided as needed. Key KPIs include response times, accuracy, communication quality, organization, and training support.
Terms and Conditions of Employment:
Employment is contingent upon DBS checks, references, and right-to-work documentation. Unsatisfactory documentation may lead to immediate termination.
Job Type: Full-time - Hybrid
Pay: £24,804.00 - £25,759.50 per year, depending on experience
Benefits:
* Profit-related pay
* Company pension
* Cycle to work scheme
* Employee discount
* Free flu jabs
* Free parking and on-site parking
* Referral programme
* Store discount
* Work from home
Schedule:
* Flexitime
* Monday to Friday
* 3 days in office & 2 days WFH (post-training)
Experience:
* Administrative: 2 years (required)
* CRM software: 1 year (required)
Work Location: Long Eaton, Nottingham NG10 2GD
Click 'Apply' to forward your CV.
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