Business Support Coordinator - Bedford, United Kingdom - FUJIFILM UK LTD

FUJIFILM UK LTD
FUJIFILM UK LTD
Verified Company
Bedford, United Kingdom

3 days ago

Tom O´Connor

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Tom O´Connor

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Description

JOB DESCRIPTION

A. Scope of Position

Job Title - Business Support Coordinator/Business Support Executive

Reports to Business Support Manager

Location Bedford

Department/Division Graphic Systems Division
Key impact of role The Graphics Administration Department is vital to the success of the Division.

The Co-ordination of all operations necessary to ensure a satisfied customer base from new account opening, order input, efficient service ending in accurate invoicing of all aspects of the Graphics Division.


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B. Core responsibilities

  • Process Customer orders accurately and in a timely fashion, providing feedback to customers on delivery eta.
  • Proactively deals with customer support messages via telephone or Web promptly to enhance the customer service experience.
  • Accurately records and logs interaction with customers and updates account information within SAP and able to retrieve this information to create reports for management
  • Responds to queries as they arise, liaising with other departments (where necessary) to resolve issues in a timely manner.
  • Highlights/escalates potential issues to line manager, sales team and Operations Manager as appropriate
  • Maintains a good level of knowledge on SAP systems. Familiar with the functions of the system to log in and respond to customer complaints
  • Ensures sensitive information and financial records are kept private and confidential, in compliance with GDPR.
  • Works with management to maintain best practices for efficient communication with customers
  • Develops and maintains knowledge of SAP, including the functions of the system to log in and respond to customer complaints
  • Maintain up to date knowledge of company policies and procedures to address issues such as returns, faulty merchandise, wrong delivery and delayed delivery; ensuring company policy is properly applied to customer solutions
  • Keeps up to date with product range and product knowledge, including new products, services, and promotions on sales.
  • Understanding of POD & Delivery Systems
  • Applies training received on Ultimate Customer Service Programme (UCSP)
  • Contributes to bottom lines sales by increasing customer satisfaction
  • Generates and organises a collection of authorised returns when requested. Works closely with Credit Control if accounts go near or over their account limits and communicate this information to all relevant parties.
  • Has a good knowledge of the main Fujifilm products.
  • A good knowledge of Condition pricing and how it is applied within a Sales Order
  • Provides support for customers when logistics issues occur. Minimise logistics costs where possible.

Additional Responsibilities (undertaken by Business Support Executive)

  • Responsible for Back Order Management. Liaises closely with supply chain teams and the end user. Responsible for the daily management of the open order report, communication of any changes to the customer and the escalation of any potential issues.
  • Has an excellent knowledge of the majority of Fujifilm products and can direct customers to the right product experts appropriately.
  • In Depth knowledge of Condition Pricing tables within SAP and how they are applied for Consumable Pricing including, List Price Set up, discounts, rebates, LOD, Platesense
  • Responsible for the management and maintenance of the Webshop, including the setting up of accounts and management of their individual requirements.
  • An expert 'Power User' on one or more of the many systems used within Graphic Systems, Provides, training, help and support to other members of staff
  • Responsible for Dealer Rebates, Has an indepth knowledge of % rebate applied on sales to specific accounts. Checks volumes sold against volumes claimed ensure that once a rebate has been authorised the correct rebates are applied, and the process is actioned accurately with SAP.
  • Responsible for management of Equipment Sales Orders, managing equipment orders from the presales stage through to handover to service, effectively communicating project expectations to team members and stakeholders to ensure project milestones and deliverables are met. Uses the unique elements with the SAP sales order process, to ensure finance is correct and Fujifilm remains within the rules of compliance.
  • Responsible for Customer Contract Management, including new quotes, renewals and upselling; maintaining and developing customer relationships to provide industry leading service. Putting together customer contracts based on data provided by the sales team, highlighting gaps within the data and checking that we meet with compliance for example ensuring that any terms that may be changed have been agreed by the Divisional Head or his appointed deputy.
  • Has an indepth knowledge of Rolls Royce, Abbots & CM. Is responsible for this special SAP sales order type, generating a number of unique
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