Customer Services Administrator

Job Title: Customer Services Administrator

Location: Cardiff

Hours: 42.5 hours per week, Monday Friday

07:30am - 4:00pm

08:00 - 4:30pm

8:30am 5:00pm

Reporting to: Customer Service and Supplier Manager

The Company:

Forward Waste Management is a dynamic and focused company providing innovative and value-added waste management services, primarily focused towards the manufacturing sector.

The role:

Working as part of a team in a busy diverse role; co-ordinating customer service requests with our in-house transport and third-party hauliers.

Duties:

• Liaising with customers on their waste collections, and co-ordinating this with our sub-contractors to ensure the customer needs are met within the service level agreement set.
• Communicating with customer via email, telephone or face to face, ensuring service timescales targets are met.
• Obtaining & checking suppliers licences, ensuring they meet current compliance requirements.
• Updating customers service jobs of the waste collected, including the type of waste and weight, liaising with internal/external contractors to obtain the information in a timely manner. Focusing on accuracy and identifying any discrepancies to resolve at the 1st instance.
• Where required, updating customer and sub-contractors details onto our CRM system, either current or new accounts.
• Full administration of customer accounts, ensuring documentation of each service job is prepared and received in line with guidelines set.
• Liaising with other departments to ensure we maintain high customer service levels and targets are met.
• Ensure all paperwork complies to legislation.
• Strong administration experience complying to ISO 9001 standards.
• Occasional site liaison visits e.g. oversee a collection, or to build relations with customer/sub-contractors.
• Checking and processing supplier & customer invoices and handling any invoice queries.
• Producing, managing reports and working to KPIs and Standard Operating Procedures
• Holiday and overflow support.

Skills and experience:

• Strong attention to detail able to juggle more than one task at one time.
• Ability to communicate gaps in knowledge and can identify own development needs.
• Administrative experience gained in a business-to-business environment.
• Customer service experience. Ideally gained in a business-to-business environment where ongoing relationships are key to business success.
• Experience working for a waste management company or similar customer focused service provider would be a distinct advantage.
• Commercial knowledge of the waste sector and waste materials would be a distinct advantage.
• Excellent written and spoken communication skills with demonstrable customer services experience.
• The ability to influence and negotiate with internal external stakeholders, primarily by telephone.
• Able to multitask in a fast-moving environment as part of a team.
• IT skills Experience of entering data accurately into operational software and experience of Microsoft office suite.

The ideal candidate:

• Good team player
• Can do attitude
• Happy to work in a team, or individually
• Very organised able to work to tight deadlines with strong attention to detail
• Negotiating skills
• Excellent time management
• Commercially aware
• Must be proactive and flexible to support the growth of the company
• Enjoy working in a fast-paced environment and possess the ability to prioritise and juggle several tasks at any one time
• Must be self-motivated and have the ability for continuous learning and be used to working to strict deadlines.
• Able to work unsupervised and to successfully complete tasks within tight deadlines