Responsible for the health and safety of yourself and others, both direct and indirect
Be aware of risk in department, both office and shop floor based
Report and resolve issues as they arise, working within up to date legislation
Duties:
* Ensure with service provision a positive customer experience
* Process all incoming orders working to AS9100 standard as per NES 002 procedure
* Manage order life cycle including but not limited to order entry, backlog management, rush orders, customer returns and status update
* Works to meet or exceed Bookings targets
* Handle and effectively screen incoming calls
* Deal with standard sales enquiries
* Update GP to ensure accuracy of quote hit rate data
* Process BOMS for all standard and some non-standard parts
* Provide support and back up to Business Support and the Sales Team
* Own record keeping of all production route cards
* Work closely with all functional departments to resolve any issues that would adversely affect the customer experience
* Provide cover for certain elements of the Customer Services Team Leader during periods of absence
* Provide cover for certain elements of Contract Review & Project Coordinator’s role during periods of absence
* To carry out any other tasks requested by the Customer Services Team Leader
Standards of performance:
* Deliver excellence in Customer Services, working to the principles of Customer FIRST
* Embodies the Company Mission, Vision and Values
* Maintains focus on Continuous Improvement (CI)
* Systems, records and processes are up-to-date and accurate
* Information can be located quickly and easily
* Information is communicated on a timely and effective basis
* Maintains working knowledge of company products and services
* No inappropriate use of company systems and facilities
* Maintains records and workflow to enable others to follow or operate job role
* Results driven and cost conscious
* Recognised as contributing to the success and effectiveness of the Business
* Recognised as an effective and reliable team player
Knowledge and Expertise:
* IT skills
* Excellent verbal and written communication skills
* Capable of managing and prioritising under pressure
* Good team player