Administrator

Role Description
In this role you will be working within an established small team, focused on providing a high level service to our customers and internal team.
The role offers diversity, challenge and the opportunity to make a difference.
 
Responsibilities
To act as the first point of contact for the customer
Efficient and effective resolution of customer issues or inquiries
To deliver at all times, the highest level of service in line with  quality standards.
To receive customer orders, quotes, and RMAs by reading email and facsimiles and answering the telephone.
To accurately enter and update customer orders, quotes and customer information through various order management systems in a timely fashion.
Perform all of the above functions while online with a customer, and navigate expertly between multiple sessions on computer.
To keep customers informed by confirming and clarifying orders in a professional and polite manner.
To assist and support the sales team where requested.
To provide support for Service Engineers when required.
To maintain historical records by filing orders and other departmental related documents.
To actively gain knowledge of all major product groups on an ongoing basis
To provide support to other team members during periods of annual leave and absence.
To maintain operations by following policies and procedures; reporting needed changes.
To contribute to team effort by accomplishing related results as needed.
To actively undertake personal growth & development opportunities.
To undertake other tasks as required by Management.

Skills and abilities
Strong verbal and written communication skills to clearly and accurately convey basic information. Ability to communicate and verbalize complex information effectively.
Excellent computer skills with a specific emphasis on order management systems (Epicor Vantage), Microsoft Word, Excel and Outlook.
Proven ability to handle multiple tasks in high-volume, fast-paced work environment.
Listens carefully to customers and seeks to understand customer needs.
Investigates and resolves 90% of calls before appropriately escalating to the next level.
Prioritizes tasks in order to complete them in a timely and accurate manner.
To positively approach change or new situations.
To proactively identify areas for improvement within the CS department and share them with colleagues and line managers.
 
Essential Skills
Back ground in Customer Service
Experience of order management systems, outlook, excel and word
Good time management skills