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
Reports to:Customer Response Manager
Manages:N/A
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

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

Certifications/Licenses Required:

 

None
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

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

NoResponsibilities/dutiesFrequency
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 shortagesDaily
2.       Send order confirmations by email to customersDaily
3.       Filing of customer confirmation ordersDaily
4.       Answering of the telephone as part of a team within 2 ringsDaily
5.       Managing and resolving customer enquiries, product queries, price queries, delivery queriesDaily
6.       Passing on to the Internal Sales Support any pricing or technical queries etc that cannot be resolved directlyDaily
7.       Contact customers to agreed schedules to obtain ordersDaily
8.       Checking all open orders on the system to ensure no deliveries are missedDaily
9.       Update the internal use price listMonthly
10.   Contact customers to book in deliveries as agreed with individual customersAs required
11.   Process paperwork for customer returns and pass to the warehouse teamAs required
12.   Process credits for customers following the return of goodsAs required
13.   Communicate with sub-contract warehousing facility for despatch of goods to the customerAs required
14.   Organising additional transport for urgent customer deliveries, including liaising with BDMs to confirm extra costsAs required
15.   Any other duties as directed by management from time to timeAs required
16.   Tracking of carrier deliveries on-line, for delivery date/time, damages, missing productsAs required
17.   Coordinate product dispenser fitting at customer sitesAs required

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