Claims & Customer Service Administrator - Loughborough, United Kingdom - Sanderson Design Group Plc

Sanderson Design Group Plc

Verified Company

Loughborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Claims & Customer Service Administrator

We're looking for a dedicated Claims & Customer Service Administrator to address customer claims in a timely and effective manner to ensure we provide best-in-class customer service.

As a Claims & Customer service Administrator, you will facilitate the administration of product returns, debit/credit notes, carrier claims and reporting.

This includes full investigation to meet set company criteria as well as providing general customer service support.

Responsibilities
Credits

Raise claims where required
Liaise with Customer Serviceto coordinate and challenge claims raised
Investigate and interrogate the system in relation to queries
Raise relevant credit documents ensuring accuracy before actioning
Collate necessary paperwork and record efficiently
Investigate unauthorised warehouse returns contacting customer where necessary
Be aware of customer pricing agreements in the UK and Export
Liaise with Credit Control in relation to customer account queries

Debits

Investigate and process debit queries
Receive debit notes alongside Credit Control
Liaise with the Merchandising department where necessary to action claims at Debit Note stage
Action all John Lewis Debit Notes and query pricing/quantity queries
Maintain records for Customer Services department and Finance
Raise credit or appropriate correspondence

Finance Queries

Investigate queries from Finance prompted by customer queries, non/short payment of customer invoices or ledger discrepancies

Warehouse/Distribution Centres

Receive, check and amend as necessary, all customer returns
Reconcile with debits and cross reference details as required
Liaise with the Audit department for stock discrepancies

Other Duties

Carry out investigation to prevent repeat errors/issues finding solutions
Responsible for monthly reports in relation to claims
Rerouting and repackaging parcels received at Head Office
Filing of all debit and credit documents
Make outbound customer care calls and proactively manage the relationship of all customers
Ensure all promises are kept to all customers
Provide feedback on activities as required
Keep Manager informed of any threat to the achievement of objectives with proposals for their solution
Supporting the UK Customer Services team as and when required by assisting on samples, orders and calls as needed

Measures of success

Ensure all claims are managed within the Service Level Agreement (SLA), accurately and effectively
Deal with all enquiries to a satisfactory conclusion
Ensure satisfactory resolution to any complaint
Ensure product knowledge is kept up to date and of a high standard
Maintain good time/task management and selfdiscipline

Skills & Experience

Minimum GCSE's including English and Maths and/or equivalent
High level of Word/Excel Experience
Good written and verbal communication skills
Customer Service Experience
Good Negotiation Skills
Excellent numeric skills
Be an expert user of IT systems

About us

Sanderson Design Group is an international luxury interior furnishings company that designs, manufactures and markets wallpapers and fabrics together with a wide range of ancillary interior products.

In 2020, we brought our portfolio of brands home to Sanderson Design Group, evoking the combined longevity and prodigious creative history of our brands.

Sanderson Design Group describes the ebullience of our past endeavours. It sketches the outline of our future.

A collective of 7 quintessentially British luxury interior brands and 2 manufacturing brands, at Sanderson Design Group we are Sanderson, Archive, Morris & Co., Zoffany, Harlequin, Clarke & Clarke, Scion, Anstey Wallpaper Company and Standfast & Barracks.

Our purpose is "To bring the Beautiful into People's Homes and Lives". This has defined and shaped our brands since our very earliest days.

The oldest brand in our arsenal, from where we derive the namesake of our group, begun life in 1860, as an importer of fine French wallpapers to London.

Arthur Sanderson & Sons Ltd played a pivotal role in defining English interior decoration tastes and its early success led to displaying designs at London's finest showroom, at Berners Street.

Around this time in 1924, Arthur Sanderson & Sons Ltd were awarded The Royal Warrant, becoming "purveyors of wallpaper and paint" to the court of George V.

We recognise that each one of our brands contributes a unique chapter to our story.

It is why we represent the full spectrum of British interior design, catering from cutting-edge sleek modern styles, to the hearty warmth of traditional forms.

Our decision to rebrand as Sanderson Design Group in 2020 is our way of paying homage to our rich history, as well as marking our path towards a new future.

As custodians of over 160 years of design experience, we are proud to Bring the Beautiful into People's Homes and Lives.

We are San