Summary
CMT Group is seeking a Customer Service and Sales Specialist to collaborate with the customer, sales, and operations teams. In this role, you will manage orders from placement to successful dispatch, foster strong customer relationships through excellent service, and ensure swift resolution of any customer service issues.
Wage
£13,312 a year
In April the Apprenticeship salary will increase to £7.55 an hour, Automatic pay increase after one year on programme for 19+ year olds.
Training course
Customer service specialist (level 3)
Hours
Monday to Friday 8am till 5pm with a 1 hour lunch break.
40 hours a week
Possible start date
Monday 31 March
Duration
1 year 6 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Efficient handling, and processing of customers’ orders received by telephone, email, and quote converting via the IAMs/ASMs, including overseeing the entire order process through to delivery, to ensure full customer satisfaction.
* Making calls to customers to keep them informed of the anticipated delivery date/s of their order/s.
* Making calls to customers and assisting them with alternative product choices when a specific item is out of stock.
* Contacting customers to obtain missing information, and to answer queries.
* Maintain and update sales, and customer records.
* Communicate important feedback from customers to the relevant department internally.
* Arranging for special items, and direct deliveries to be ordered, and codes for those items to be produced.
* Assist customers with transport options, and costs, including VIP orders when required.
* Supporting the appointed IAM, and ensuring all orders received are processed daily, and customers are informed by telephone/email of the delivery date of their order/s, including any other administrative tasks, if requested.
* Check all open orders specific to your appointed IAM and keep them updated with delivery dates.
* Check the goods in system daily to review dates for incoming products, and liaise with the operations co-ordinator on specials, works orders, and to ensure you are fully up to date on sales order delivery dates.
* Support the Customer Service manager with any projects or tasks required.
* Proactively assisting the IAM’s with order processing, calling customers, and following up on emails.
* Get a full understanding on all other aspects of sales administration, customer services, manufacturing, including print, embroidery and signs, to enable you to fully support and advise, in any capacity, across the team.
* Build solid relationships with customers, and actively promote and upsell items.
* Stay up to date with new products introduced.
* Attend weekly team meetings, contributing, and possibly assisting with the production of reports.
* Completion of customer service queries (CMQ’s) through to effective resolution, including providing replacements due to damages, initiating credits, arranging returns, liaising with the warehouse on miss picks and the transport department on delivery errors.
* Managing and setting up works orders for clothing, signs and other manufacturing items.
* Scheduling the works order planner by liaising with warehouse and the wider CS team to ensure priorities are matched with resource available.
Specific vacancy requirements:
* Proven experience within Sales administration, Sales support, and/or Customer Services.
* Hands on experience with CRM software and MS Office (Microsoft Excel in particular)
* Understanding of sales performance metrics.
* Excellent organisational and multitasking skills.
* A team player with high level of dedication.
* Ability to work under strict deadlines in a fast-paced environment.
* Exceptional interpersonal and customer service skills.
* Familiarity with sales reports and sales records.
* Excellent written and verbal communication skills.
* Excellent organisational and time management skills.
* Strong attention to detail and accuracy.
* Ability to work independently and collaboratively in a team.
* Ability to prioritise tasks and work under pressure.
* Knowledge of Order Works would be advantageous, but not necessary, as full training will be provided.
* Experience of picking orders although training will be provided.
Where you’ll work
Riverbridge House
Anchor Boulevard, Crossways Business Park
Dartford
DA2 6SL
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
SCCU LTD
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
The successful candidate will obtain a Level 3 Customer Service & Sales Apprenticeship standard qualification.
More training information
Each apprentice will have their own dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship program. Depending on the apprentice’s needs, the frequency of these sessions may vary.
Requirements
Essential qualifications
GCSE in:
* English (grade Grade 4)
Desirable qualifications
GCSE in:
* Maths (grade Grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Team working
* Sales experience
* Admin experience
* Microsoft Skills
* Reliable and Flexible
Other requirements
Pre-employment checks. Please be aware that upon a successful offer of employment the company completes digitalised right-to-work checks and DBS applications via an external provider - 'Matrix Screening'. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.