Due to expansion, an industry-leading supplier of bespoke wardrobes is currently looking for an experienced Order Processor to work within our customer support team.
Overall Purpose of the Job
Full ownership of the allocated customer accounts from ‘call-off to cash collection’, delivering excellent customer service practices to ensure the needs and expectations of internal and external customers are being satisfied. Manage customer order banks to ensure timely completions and maintain accurate records. Adhere to customer service standards and complaint handling processes and build effective relationships across a diverse customer base.
Key Responsibilities
1. Lead point of contact for all customer requirements, including orders/call offs, execution of confirmation calls, query handling and liaison for all changes and/or remedial work up to completion.
2. Proactively manage the customer order bank through regular contact with sites.
3. Manage future deliveries, installations, and remedials liaising with the ROM for physical surveys/plot availability and Planning teams (Installation and Delivery) ensuring customer readiness communication is complete and planned installations & remedials take place on the planned days.
4. Accurately input call-offs, orders, and surveys into the in-house database system and file paperwork accordingly.
5. Maintain a live working database for all customer contacts.
6. Manage credit control with own bank of customers, liaising with site managers, sales, and Quantity Surveyors to ensure authorisation documents in place, payments are made on a timely basis and all account queries resolved.
7. Contribute to process changes and drive continuous improvement.
8. Maintain and develop knowledge of company products and goals.
9. Support the business in achieving the highest quality of customer service, to ensure the requirement of the mission statement are met.
10. Support a culture which promotes the Gooding Group as a corporate and socially responsible employer, which recognises the absolute importance of Health and Safety and environmentally responsible behaviour.
11. Any other additional duties that may be deemed necessary to fulfil your duties.
Job Requirements:
Skill Requirements
1. Excellent command of the English language both written and oral.
2. Strong customer focus and a commitment to providing a quality service.
3. Negotiation skills.
4. Attention to detail, task focus, and accuracy.
5. Able to work as part of a team as well as individually.
6. Adhering to KPI’s.
7. Understanding of the product and construction industry preferred.
8. Excellent organisational skills.
9. PC literate in Microsoft programmes.
Person Specification
1. Positive ‘can do’ attitude.
2. Energetic and committed to achieving results.
3. A genuine interest in helping others.
4. Commitment to learn and develop new skills.
Experience
1. Previous experience in a similar role.
2. Previous experience working in the construction industry (preferred).
Qualifications
GCSE English & Maths or above.
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