Primary Quality objective of this position: To aid the company in the delivery of after sales care. This includes dealing with customer complaints in an agreed time scale, ensuring a high level of service and customer satisfaction is achieved. Primary Administration Objectives Receive, record and respond to customer complaints Deal with and process enquires Coordinate and liaise with customers regarding orders/shipments and complaint responses Input of sales orders and quotations Providing customers with delivery updates and/or PODs Contract Hours : 0800 1700 Monday to Friday. 40 hours Key Activities- General: First line response to all complaints - receiving, recording on business system (Odoo) and responding to the customer, ensuring all information is recorded and passed to the Quality Team Leader. Liaise with customers over the telephone and via emails, ensuring high levels of service. Processing proof of deliveries ensuring they are received by the customer and providing support in all aspects of courier liaisons. Input of Sales Orders, Quotations and Sales Administration as and when required. Identify customer needs to ensure complete customer satisfaction. Monitor open Quotations, requesting progress and feedback from customer utilizing the CRM system. Monitor FAS sales and customer email inboxes Provide excellent after sales and support services. Use correct processes to ensure all enquires are handled and managed from identification through to resolution, in an effective and professional manner. Ensure the requirements of ISO9001:2015 standards are maintained and any changes are requested and reported. Assist with Customer Service Excellence requirements and projects. Ensure the quality and accuracy of all information is accurate and timely. Raise, process, and update systems with POs and sales orders quotations as and when required. Maintain filing systems for all documentation Electronically. Promote customer focus through the organisation, keep focus on OTIF 99% 3-year target. Comply with Health and Safety responsibilities defined in the company Health and Safety policy. Education / Qualifications Good Basic standard of education required 5 GCSE or more with including English & Mathematics grade C (5) or above. Role would benefit from an NVQ in a customer service or business-related subject but not essential Essential Experience Customer service experience. Computer literate (Microsoft Office - Excel, Word, PowerPoint) Strong communication and presentation skills. Desirable Experience Experience of working within a service / distribution environment Knowledge of Quality Systems and processes Knowledge of ISO 9001:2015 standards. Additional - RequiredSkills Strong teamworking skills Driven to achieve results. High level of Consistency and Accuracy Numerate with good accuracy and attention to detail. Extremely high standards of courtesy. Possess the ability to prioritize and multi task without compromising service. Must be self-disciplined to work to tight deadlines and within set procedures. Personal Attributes Must be willing to learn and develop personal knowledge. Self-motivated with a strong focus on quality and improvement Have positive energy, motivation and enthusiasm with a pro-active attitude and the ability to work under own initiative. Must be a strong team player with good interpersonal skills and able to communicate at all levels. Excellent customer focus, capable of going the extra mile. Key Measurables Quality related KPIs OTIF 97% Quality complaints 98% Maintenance of grades in accreditation audits START DATE FOR THIS POSITION WOULD BE EARLY JULY 2024 NO AGENCIES