Days and Hours of Work: Mon-Thurs: 8:00am-4:30pm & Fri: 8:00am-1:30pm
Reports to: Social Internal Contracts Manager
Job Purpose:
* Processing all customer enquiries and orders in an accurate, professional and timely manner in accordance with the company KPI’s.
* Dealing with a volume of calls and emails.
* Proactively working with operational areas to provide customers with proactive communication and accurate delivery timescales by phone and email.
* To action any other reasonable request from the Department Manager or member of the Senior Leadership Team and assist the team as applicable.
* To undertake such other duties, Projects, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of the job.
Key Accountabilities:
* Dealing with all processing of a customer order on a “supply only”, “Survey & Supply” or “Survey, supply and fit” basis.
* Proactively communicating with customers to notify them of any shipment delays (and catch back plan).
* Regular proactive communication with customers concerning deliveries and delivery dates – both verbal and in writing.
* Proactively liaising with all internal departments to enable you to provide allocated customers with shipment dates and early indication of shipment delays.
* Direct communication with Contracts Managers and other stakeholders (ie surveyors) as required to satisfy customer needs.
* Weekly reporting on current status of all contracts to the Manager and the customer, including product at various stages of processing and delivery lead times.
* Provide customers with product/technical information and seek assistance from other departments in the event that you are unable to resolve the customers query.
* Address all order queries with the customer in a timely fashion.
* Check initial order for inaccuracy and missing components.
* Ensure all information processed/acted upon complies with the current procedures and standards of the company.
* Ensure all delivery addresses are correct prior to delivery of product.
* Liaise daily with customers on deliveries due to take place over the coming days.
* Liaise with the accounts department to ensure allocated customer’s orders can be released in line with the customer’s credit limits and if necessary, liaise with customer to provide up-to date information concerning orders which could be adversely affected by account issues.
* Assist line Manager in maintaining and reporting departmental KPI’s and identifying opportunities for improvements.
* Assisting work colleagues within the team to ensure the department achieves the agreed departmental KPI’s.
* Actively participate in all appropriate training activities.
* Ensure adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality.
* Develop and foster good working relationships with colleagues and contracted personnel in order to maintain the company Vision and Values.
* Represent the organisation in a positive way to avoid reputational damage to our corporate image or bringing the company into disrepute.
Key Experiences and Skills Required:
* A willingness to always help and provide excellent customer service.
* A ‘can do’ attitude, able to take full ownership for solving issues.
* A flexible approach.
* Excellent communication skills both verbally and written.
* Taking accountability for solving issues relative to responsibilities.
Desirables Skills, Personal Attributes, Qualifications and Experience Required:
* Clean, neat and tidy approach at work.
* Punctual and adaptable.
* Ability to work on own initiative or as part of a larger team.
* Professional and polite manner.
* Motivated to learn and develop skills and take an integral part in your own personal development.
* Being able to remain professional when dealing with challenging situations.
* Driven approach to work.
* Be able to communicate at all levels.
* Able to multitask in a fast-paced environment.
* Excellent communicator both verbal and written.
* Proficient in Microsoft applications and other appropriate IT systems.
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