Location: Yate

Start Date: Immediate

Permanent Vacancy

Salary: £24,000 per annum salary review after 3 months

Working Hours: Monday to Friday 8.00am - 5.00pm (40 hours)

Vacancy - Customer Service Administration Support

ESS Employment are seeking a Customer Service Administration Support candidate. The role will involve supporting the customer service and sales team in administrative tasks. Will perform and facilitate execution of administrative activities and procedures for the teams to ensure efficient customer service operations.

DUTIES:

Administrative Support

• Filing
• Answering phone
• Greeting visitors
• Updating customer’s contact details and customer’s information in the relevant system.
• Drafts and edits letters, reports, and other documents.
• Works closely with the Customer Service and Sales support teams to support colleagues as needed.
• Ensures that deadlines are met and adapts to changing priorities.

Order administration

• Processing orders into the system within 24H.
• Acknowledge all orders to the customers within 24H.
• Make sure the customer SOP/customer’s card have thorough instructions for any account that follows special or unusual procedures. Always keeping the customer SOP up to date.
• Ensure digital and physical filing is kept up to date to ensure documents are easily found and compliant for audits.
• Support the teams in handling customer’s queries and day to day requests by gathering information for them.
• Answering incoming calls and emails.
• Support the team in updating the CRM system with relevant information.

Account Management (Small accounts)

• Lead time to be communicated to customers on monthly basis.
• Customers are to be updated on any order delays.
• Open orders, back orders & stock reports to be issued and shared with Customers at least on monthly basis.
• Alternative products to be offered to customer when possible.
• All emails should be read on the day they are received and actioned immediately. All emails need to be acknowledged within 1H. If this cannot be resolved straight away, Customer to be provided with an aiming response date and time. Making sure to come back to customer on the deadline.
• Setting up regular meetings with customers to discuss account situation (open queries, open orders, future orders etc)

Experience and Competencies

• Experience of working in Customer Service and in an office.
• Ability to communicate at all levels and with different channels (emails and phone)
• Flexibility towards change.
• Attention to details, Planning and Organisational skills.
• Time Management and ability to work under pressure.
• Presents a positive and professional image for the organization.

BENEFITS:

• Free car parking
• Company Pension Scheme
• Medical Insurance
• Free breakfast, tea and coffee !