Customer Service Administrator - Luton, United Kingdom - CAT Ltd

Description

Role Summary

Job Title:
Customer Services Administrator
Job Grade:Administration


Function:
Administration
Location/Company:COBA Europe Limited


Purpose of the Job Network & Links
Working within the Industrial and Flooring Sales Team of External: Corporate Customers & the general public

COBA Europe to manage and maintain effective customer Internal: All departments & staff members of COBA service, raising quotes, reliable feedback, professional Europe handling of complaints and putting necessary resolves into action.

Log and accurately process incoming sales orders through
IFS and internal systems.


Position in the Organisation
Reporting to the Customer Service Supervisor


Responsibilities

Responsibilities to include but are not limited to:

Order Processing / Customer Services

• Prepare detailed quotations, including availability, price and delivery forecast effectively and efficiently in accordance with company procedures and requirements for the Industrial and Flooring departments, both UK and Off Shore.
• Follow up customer sales quotations by taking actions to convert to customer sales for the Industrial and

Flooring departments

• Raise all necessary documentation, including order acknowledgements.
• Amend customer orders where necessary
• Creating customer accounts on inhouse system
• Create sample orders for customers
• Keeping customer portals up to date as required
• Taking payments on Sage for Pro Forma customers
• Accurate reception, logging, and processing on IFS of all orders
• Stock awareness select stock in adherence to First in First out (FIFO) principles whenever practicable
• Raising internal paperwork to create works orders for both stock and manufactured orders and to raise pick lists, some delivery notes and delivery instructions are required.
• Account Liaison, working closely with the Accounts Department regarding customer account status
• Communication: effective and efficient communication and liaison between the customer, the various departments, and the sales team
• All orders confirmations to be completed daily

Other Duties / Requests

• Answer incoming calls and expediting with internal contacts or external service providers in relation to customer orders.
• To carry out any other duty that is reasonably requested by a Supervisor / Manager
• Duties to be undertaken in a professional, polite and efficient manner
• Do not hesitate to ask if instructions are unclear, suggest improvements that could be made etc.

Team Work

• Covering efficiently and effectively for absent colleagues, where necessary
• Supporting and cooperating fully with all members of all the teams as well as other departments within COBA

Europe

• Ensuring that the proactive / positive departmental image is either kept or improved and not harmed
• Ensure that by setting an example, the department is not only effective and efficient, but is seen to be by all other departments
• Contributing to team morale
• Treating others as I would like to be treated myself.

Communication

• Maintaining a completely professional, polite and positive manner whilst at work
• Speak up and be assertive member with whomever (regardless of the job title) if it is within the intention of improving individual or overall company performance
• Maintaining a high level of assertiveness, honesty and be open to any kind of feedback

Measurement of Effectiveness

This role will be measured by:

• Effective customer service
• Quotation preparation and conversion
• Reliable customer feedback
• Efficient Administration support
• Conformance with the company Health and Safety policy
• Conformance with the company Quality and Environmental procedures
• Excellent behaviours
• Sales orders
• Clearing Past Due order lines
• Dealing with Pending orders
• Team Work
• Communication
• Other Duties / Requests

Budget & Financial Accountabilities
N/A


Safety
Full compliance with COBA Health and Safety Policy. Ensuring that all actions are carried out in accordance with the company procedures and Health and Safety laws.


Quality
Full compliance with COBA quality and environmental procedures. Ensuring that all actions are carried out in accordance with company quality procedures ISO9001 and ISO14001.


Personal Specification
hardworking, you will also enjoy details and seeing a job through to the end. In addition, due to the nature of the business you must be reliable and flexible. Good timekeeping is essential.


Essential Experience

• Experience in a Customer Service environment
• Minimum of 5 GCSE's at Grade C or above, including Maths and English, or equivalent qualifications or experience.
• Experience using Microsoft packages e.g. Word and Excel at Intermediate level or above
• Excellent interpersonal / communication skills
• High level of attention to detail

Desirable Experience

• A working knowledge of the Manufacturing or Flooring sector

Hours of Work
08:30 - 1