Customer Service Co-ordinator - Scunthorpe, United Kingdom - Kestrel

Kestrel

Verified Company

Scunthorpe, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Purpose:

To provide proactive customer service and administration support for all Kestrel/DekBoard

Key Accountabilities:

To process orders in line with current office procedures
Handling customer complaints within 24 hours of receipt
Maintain a smartly presented, polite, diligent, positive and professional attitude at all times: demonstrate knowledge and build customer confidence
To maintain a tidy work area
Manage Customer expectations through clearly explaining the situation, next steps and potential outcomes
To support the Customer Service Manager in creating an effective customer service department
To promote a proactive customer service environment by building strong working relationships with internal suppliers to ensure optimum customer service, e.g. finance, warehouse and distribution functions
To report issues affecting services to the Customer Service Manager

To participate in induction and ongoing training in line with current department training modules

To assist with induction and ongoing training modules for other team members

To support and maintain all company working practices and procedures

To be aware of and adhere to company Health and Safety requirements

To request holiday requirements in line with the agreed procedures, giving a minimum of 7 days notice of requirement

To provide back up support for the Customer Service Manager during busy periods and holidays

To ensure Customer and Company confidentiality at all times

To support the Company target of 98% service levels to all customers

To contribute towards continual improvement in Customer Service levels and general office practice, including the development of current working procedures

To attend Team briefings for the exchange of information

To act as the first point of contact to all customers

To liaise with all other departments of the business

To manage Customer expectations with your control

Displaying extensive product knowledge

Key Experiences and Skills Required:

Excellent interpersonal and communication skills
Computer literate
National diploma in Administration or similar
Ability to work as a part of a team
Enthusiastic
To be able to multitask

Fast learner

To be patient

Desirables Skills, Qualifications and Experience Required:

Navision knowledge
Excel knowledge

Company knowledge

Personal Attributes:

Delete if not required

Leadership strong, consistent, clear, inspire others, integrity, ability to drive through change

Empowering Others

Delegation of trust, correct controls, feedback, communicate accountability and responsibility

Action orientated

Able to deal with problems in appropriate time frames

Driven by results

Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards

Effective communication

Clear concise written and spoken, ability at all levels, customer, supplier and internal
Strategic agility recognition of a changing need and speed of response, rapid reaction to challenges
High Standards demonstrating a motivation to improve standards and thereby making a real difference, challenging inadequate solutions
Integrity and trust demonstrating a sense of commitment to openness, honesty, loyalty and high standards in undertaking the role
People management demonstrating commitment to working and engaging constructively with internal and external stakeholders