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Role Purpose
To respond proactively to customer requirements from initial enquiry to completion of sale, in a Cost-effective and profitable way, to ensure the customer is satisfied by the service received From the organisation and we have delivered what we promised in all aspects.
Key Responsibilities
? Receive, input, update and process customer orders into our system, recording any Customer requirements.
? Progress orders establishing availability, ensuring our delivery promise is achieved And internal / external customers are updated.
? Respond to telephone enquiries in an efficient, friendly and professional manner,
Ensuring that the customer receives the information required in order to achieve a Sale.
? Recognise and pass on relevant intelligence and or information to the appropriate Internal source.
? Use good practice to resolve customer issues in a proactive, timely manner, ensuring Customer needs are satisfied.
? Manage technical enquiries directly or indirectly based on the complexity and Personal knowledge, to satisfy the customer’s requirements.
? Update personal knowledge of the company’s products and services to deliver a high Level of service.
? Customer services experience within manufacturing businesses (technical /Engineering products preferred).
? Experience of using ERP/MRP and data base systems, including order entry and stock Management systems.
? Using Microsoft Word and Excel (including Pivot tables).
? Answering telephone customer service enquiries.
A. Order Entry accuracy
B. Orders Processed
C. Number of Telephone Calls received
