About MBCC Customer Services Team
The customer experience function strives to deliver an exceptional Customer Experience, aligned with Sika’s principles and values, which exceeds the needs / expectations of our external customers and Business Units to drive Customer loyalty. As part of the wider Customer Experience function, you’ll provide outstanding service whilst creating relationships with the wider Customer Services team across Welwyn Graden City, Preston, Wishaw & Leeds.
Job Description
We’re looking for a Customer Service Administrator to join our Customer Services team
Hybrid –Currently three days in the office and two days from home.
Purpose of the Role
This role sits within the Customer Services Team at Redditch who ensure we provide our customers with the benefit of our knowledge, experience and support for when placing and managing our Customer’s orders through to delivery as well as ensuring creation of Export Document packs. We strive to be proactive In keeping our Customers informed, as well as dealing with a wide range of queries including complaint resolution, stock enquiries, transport options and costs, and overall order book management. Delivering professional, friendly and efficient customer service in line with our Customer Promise.
To work with the rest of the CS team, Sales, Operations, Hauliers and all aspects of the supply chain to ensure our service is of the highest level, using support from other departments and in doing so communicating effectively with our customers.
What’s In it for You?
The Rewards:
You will be rewarded with a competitive salary, and a sweep of great benefits. We pride ourselves on our total reward package:
* Holiday 25 days rising to 30 days with service, plus bank holidays
* A company pension contribution of up to 10%
* Private healthcare for you, with option to add family.
* Group life cover at 6x your annual salary
* Global Income Protection (PHI)
* Enhanced maternity and paternity pay
* Staff discount platform & Cycle to Work scheme.
* Dedicated Service Awards for reaching key milestones.
* Selected discounted Sika products.
The Support:
You will be supported by the Customer Services Supervisor and will work alongside current Customer Service Administrators in both domestic and export orders, as well as a host of people from across our business who will play a part in building your knowledge of our business and ways of working.
Day to Day
1. Order Processing - Processing orders accurately with appropriate charges and document creation as applicable
2. Work with customer to ensure orders are despatched on time and in full.
3. Manage Customer expectations in a pro-active manner via telephone/email.
4. Ensure customer queries/concerns/complaints are logged in the relevant databases.
5. Raise POs on 3rd party suppliers as and when required ensuring order is accurately processed to ensure despatch on time in full.
6. Ensure correct procedures are followed when processing these transactions.
7. Ensuring procedures are met and databases are maintained when carrying out your function to minimise risk of error and subsequent loss of revenue to the business.
Qualifications
What we need from you?
We are looking for a team player with a minimum of 2 years Customer Service Export experience, inclusive but not limited to Order Processing, within a fast-paced customer service environment.
You’ll have a sound understanding of Export documentation and knowledge of international trade and Customs
The successful candidate will be confident in processing orders with excellent attention to detail, an ability to communicate effectively via telephone and email as well as being able to multi-task.
In order to succeed in this role you should have a significant commitment to professional and personal development from day one and be open to always striving to be the best.
Experience of SAP is desirable but not essential.