Reports to the General Manager
Outline of Role
The Customer Service Administrator deals with all aspects of the Company’s sales transactions, administering the Company’s sales processes from the quotation stage through to ensuring that the customer receives their order.
The goal throughout is to provide excellent customer service, to satisfy the customers' requirements profitably and ensure long-term customer retention.
Job Description
Administering the Company’s sales processes
1. Fully review incoming customer requests for quote (RFQs).
2. Where necessary liaise with key staff to ensure that all the necessary aspects required to produce the quotation have been addressed. This may include discussing pricing levels with the external sales team, sales or general manager or a director; clarifying technical, product or supplier details; clarifying quality aspects such as customer specifications or required standards; addressing customer specific questions; clarifying payment terms or credit limits; and export compliance issues.
3. Where necessary obtain an up-to-date pricing and lead time from the supplier / approved supplier(s). Obtain lead-time from the production team for products manufactured in-house.
4. Generating quotations utilising the Company’s in house sales system (Pheonix) and emailing it to customer in a timely manner.
5. Fully review and then process incoming customer orders by either matching to existing quote or creating new quote as appropriate. Where necessary liaise with key staff to ensure that all the necessary aspects required to satisfy the order have been addressed.
6. Where necessary, such as with oddball quotes, the creation of a new product and or stock code may be required. Liaise with QM / GM / Director to ensure this is done and checked.
7. Liaise with production team for cutting/tagging/paste requirements to fulfil orders, and raise forms as required for the production team to action.
8. Liaise with purchasing for stock items if required. Raise specific supplier POs for one off (non-stock) items needed for customer orders and liaise with suppliers to receive order acknowledgments and updates on delivery time frames; ensure customers are updated accordingly.
9. Where necessary raise proforma invoices and liaise with accounts and customers on payment related questions.
10. Release goods for sign off and dispatch as available/required, liaise with Goods In/Out if items are urgent.
11. For Ex Works shipments, liaise with customers for shipping instructions, communicate these with Goods Out, and send necessary certs and commercial invoices to customers to facilitate the process.
Account Management
1. Keep in regular contact and endeavour to build a good business relationship with the main contacts at the Customer Service Administrator’s key customers.
2. Maintain a good level of communication with customers informing them of any delays or issues with their orders in a timely manner.
3. For key accounts - monitor stock levels and customers' usage for stock items and propose that they are replenished to meet customers' demands.
4. Report to the external sales team and GM on any trends or changes in their requirements, any concerns about being able to meet the customers' requirements or over lost business.
5. Inform the external sales team of new enquiries or significant developments to allow them to become involved at an early stage.
6. Inform the GM of any issues relating to supplies or purchasing from suppliers which might affect the Company’s ability to service its customers.
7. Communicate quote feedback from customers to the external sales team.
Undertake any other duties commensurate with the role.
Principal Accountabilities
1. Build and maintain good customer relations by providing excellent customer service.
2. Process customers RFQs and purchase orders in a timely manner.
3. Follow quality procedures relevant to the role.
4. Maintain a good level of communication with all departments in the Company keeping them informed of any relevant developments in customer demands, product supply or supplier issues that will affect the business.
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