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Purpose: |
To be the in-house sales frontline of the company to customers, processing and expediting sales orders, building outstanding levels of customer relationships and resolving customer queries |
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Reports to: |
Customer Response Manager |
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Manages: |
N/A |
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Skills/Attributes Required: |
Good team player with excellent time management skills Motivated, self-starter who can operate and achieve results with minimum supervision Strong relationship development and communication skills to foster positive relationships both internally and externally Realises the importance of customer service. Always ensures that what is promised is carried out Proven organisational skills Aptitude to support the development of company sales Excellent working knowledge of Microsoft Office Word, Excel and Outlook General office skills with a high level of accuracy A professional and courteous telephone manner and a confident response to phone and personal callers A clear understanding of the company’s policies, particularly regarding acceptable standards of behaviour |
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Education/Experience Required: |
At least 2 years of proven customer service experience Secondary education, possessing 4/5 A-C GCSEs or equivalent and/or some further education or NVQ level qualification |
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Certifications/Licenses Required:
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None |
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Primary Responsibilities: |
To take and process sales orders and enquiries promptly and accurately To represent the company to customers and others in a professional and courteous manner To ensure customer and other records are maintained and updated promptly and accurately To pro-actively contact customers to agreed schedules as required in conjunction with members of the Customer Response Team To act as the intermediary between the customer, Purchasing, Logistics and Sales for resolution of queries and issues arising Maintain relationships with existing and potential customers in order to facilitate the growth of the business profitably |
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Performance Objectives: |
Performance data obtained from Key Performance Indicators and through reviews with Customer Response Manager 30/60/90 day Review Customer satisfaction – number of orders inputted correctly at 99.6% by probation sign off |
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No |
Responsibilities/duties |
Frequency |
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1. |
Taking and expediting of sales orders, recording them on SAP and resolving any related problems/issues wherever possible, ensuring customers and sales personnel are aware of unexpected delivery delays, delivery problems and order shortages |
Daily |
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2. |
Send order confirmations by email to customers |
Daily |
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3. |
Filing of customer confirmation orders |
Daily |
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4. |
Answering the telephone as part of a team within 2 rings |
Daily |
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5. |
Managing and resolving customer enquiries, product queries, price queries, delivery queries |
Daily |
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6. |
Passing on to the Internal Sales Support any pricing or technical queries etc that cannot be resolved directly |
Daily |
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7. |
Contact customers to agreed schedules to obtain orders |
Daily |
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8. |
Checking all open orders on the system to ensure no deliveries are missed |
Daily |
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9. |
Update the internal use price list |
Monthly |
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10. |
Contact customers to book in deliveries as agreed with individual customers |
As required |
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11. |
Process paperwork for customer returns and pass to the warehouse team |
As required |
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12. |
Process credits for customers following the return of goods |
As required |
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13. |
Communicate with sub-contract warehousing facility for despatch of goods to the customer |
As required |
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14. |
Organising additional transport for urgent customer deliveries, including liaising with BDMs to confirm extra costs |
As required |
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15. |
Any other duties as directed by management from time to time |
As required |
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16. |
Tracking of carrier deliveries online, for delivery date/time, damages, missing products |
As required |
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17. |
Coordinate product dispenser fitting at customer sites |
As required |
Submit your Cover Letter & CV to recruitment@arrowcounty.com