JOB PURPOSE
You will play a pivotal role in delivering a service that customers’ come back for, aiming to support customers during bulk orders, you will be responsible for the fulfilment and quotation for all customer orders and enquires, following an introduction from the client success team.
The role will heavily focus on striving to continuously improve our service levels to the business by handling customer orders in an effective manner, problem solving and finding a suitable solution to issues whilst creating a positive working environment for all team members.
KEY RESPONSIBILITIES
1. Process and manage administrative duties of the Bulk Sales department.
2. Process quotes for customers in an accurate manner and within KPI
3. Process orders for delivery, liaise with our HME for customer handover of bikes and ensure all orders are transacted.
4. Process orders for invoicing via our Kryia platform
5. Keep Sharepoint up to date on orders for all teams to view.
6. Work closely with the Halfords for Business department to identify and fix issues before escalation
7. Creating Moments of ‘WOW’
8. Keeping it Simple
9. Showing you are knowledgeable & Informed
10. Be an oracle of internal process to complete bulk orders
11. You may be asked to help the other customers services teams in Halfords for Business
Communication
12. Excellent communication skills – showing empathy, listen and patiently process problems and issues from around the business
13. Actively suggest changes to address issues
14. Supporting several different business teams using a diverse set of applications and environments
Skills, Knowledge and Experience
15. Customer Services experience
16. Knowledge of bikes and their components
17. Excellent communicator
18. Basic knowledge of Excel
19. Comfortable using a computer
20. Able to work on your own and within a team
21. Be Enthusiastic & Passionate
22. Be Open, Clear & Transparent
23. Use personal judgement and initiative to develop solutions to challenges and obstacles.
PERSON SPECIFICATION
24. Keen sense of customer service, a faultlessly welcoming and helpful representative of the B2B Team, highly visible to the wider company
25. Ability to adhere to departmental standards and best practices
26. An inquisitive problem solver with strong analytical and diagnostic skills
27. Ability to work calmly and give their best even if under pressure
28. Excellent task and time management skills, with own tasks and where their work contributes to other timelines