ESG Group are seeking a Customer Services Administrator to work in our busy commercial department. You will have work experience in a Customer Services facing role, to enable you to assist our customers, many of which are regulars, with a high level of care and communication. The successful candidate should have a strong eye for detail and a personable nature with a strong telephone manner.
The role will mainly focus on communication between all departments (Production, Accounts, Transport and the Sales team) whilst vetting orders, dealing with remakes and being efficient on the telephone understanding our Customer's needs.
Salary will be discussed at Interview and dependant on experience.
The Customer Services Administrator's job purpose will be responsible for:
To provide excellent customer service to over 250 regular customers, key accounts and internal customers such as production, accounts, transport and the sales team. Work to key KPI's to ensure the highest levels of customer service are maintained and improved upon. Any issues should be resolved to an amicable conclusion ensuring we exceed our customers expectations.
Your Principle accountabilities will be:
* Vet customer orders ready for processing onto our system. This includes applying the correct delivery dates to suit our customer requirements whilst ensuring it fits in with our production dates, capabilities and delivery areas. Vetting also entails checking the order information to ensure all information is available and visible for the front-end processing team to enable them to enter the order to avoid any processing delays.
* Proactive response to answering the telephone within 3 rings. Enthusiastic attitude to deal with and resolve customers' queries or issues within a timely manner.
* Remakes – Investigate remakes thoroughly and produce remake paperwork; Organise collection notes for any glass that needs to be returned.
* Proactively chase customers to resolve queries if they have not come back with a response. Ensure all verbal correspondence is confirmed in writing and the system is updated with correct information.
* Fast-track priority orders and liaise with production to confirm any agreed dates
* Support the end-of-month invoicing procedure, investigate and find any missing delivery notes.
* Routinely speak to key accounts and regular customers to grow a productive working relationship with them.
* Maintain and investigate opportunities to develop sales with regular customers to ensure all sale opportunities are investigated
* Encourage and promote a positive attitude within the team.
* Maintain and grow close working relationships with internal suppliers/customers i.e. production, transport, sales team to help achieve objectives.
* Assist with other administrative tasks as and when required.
As the successful candidate, your key skills will be:
* Sales minded with a can-do attitude
* Exceptional customer service skills - must have a friendly and positive phone manner
* Energetic, self-driven and motivated
* Excellent attention to detail
* Ability to continually multitask
* Ability to prioritise their time to plan and organize their day
* Ability to learn and absorb information
* Great communication within the team and office
* Confident and resilient to question discrepancies or answers given to ensure customer service is given at the highest level
* Must have the ability to think outside the box
* Confident with Technical information (confidence to learn)
* Flexibility of working hours in order to meet the needs of the business
* Awareness of Customer requirements in terms of quality and service
* Ability to exceed customers expectations
* Able to communicate effectively, both orally and in writing, with colleagues, customers and suppliers
Who are ESG?
ESG Group Ltd is the UK's leading independent glass processor, providing superior quality tailor made glass, exceptional service and product innovation. Our architectural glass can be found in most of UK's busiest airports and train stations, as well as in Europe's tallest and most striking buildings.
Having combined 3 factories so we are all under one roof and pride ourselves on having the latest technology as well as innovation and exceptional customer service, which keeps us one step ahead of our competitors.
At ESG, we adhere to the principle of fulfilling our clients' needs and always operating with the goal of making our customers' experience as straightforward and uncomplicated as possible.
What you'll get from us.
* Competitive salary - DOE
* Pension contribution of 3%
* 22 days, (up to 25 days), holiday plus bank holidays
* Life assurance scheme
* Regular team building activities and events
* SMART Health scheme
Healthier is happier, which is why ESG offers SMART Health to all eligible employees. This service includes 24/7, 365 access to private GPs, Counselling and Mental Health Support, Nutrition and Fitness advice, Health Checks, Legal and Financial Advice, and Bereavement support. This not only covers you but your spouse and any children up to age 21.
Equal opportunities in Employment
As an applicant, you can be assured that ESG will take positive steps to ensure:
· Job descriptions relate to the particular job, define the qualifications, experience and other skills required in the role, and only include the necessary objective criteria for the satisfactory performance of the job.
· All applicants are treated equally and fairly throughout the recruitment and selection process and are given an outcome, no matter what it is.
· All decisions are made in line with ESG's equal opportunities and recruitment and selection decisions, are made on merit - in line with the job and skills requirements set for the vacancy.
· All interviewees will be given feedback within a week of the role being appointed.
And when you become employed, we aim to ensure:
· A fair, transparent and equal chance in learning and development and terms and conditions of service.
· A working environment that is free from discrimination, bullying, harassment and victimisation and where all complaints are promptly investigated and dealt with.
· A working environment where a person's identity and culture is valued and respected.
Job Type: Full-time
Pay: From £27,000.00 per year
Benefits:
* Company pension
* On-site parking
Application question(s):
* Are you eligible to work in the UK?
* Do you have your own transport? and a clean Driving License? enabling you to get to Witham, Essex for work?
* What experience do you have in Customer Service Administration?
Work Location: In person