Reporting to: Head of Administration and Business Systems
Location: Totton, Hampshire
Hours: 40 hours per week
Business Overview
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are committed to a greener future through our own ESG strategy, and we focus on offering products and services that support our customers' sustainability goals.
At ICE, we encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.
Role Overview
As a Customer Support Administrator, you will play a pivotal role in ensuring exceptional customer service and efficient sales operations. You will be responsible for establishing and nurturing relationships with both internal and external customers, managing orders, and providing crucial support to the sales team. Your ability to multitask, communicate effectively, and maintain meticulous records will contribute to the success of our sales function.
Essential duties and responsibilities:
1. Act as the main point of contact for all customer sales-related enquiries via telephone and email, providing prompt and professional assistance.
2. Record sales leads and relevant information in the Customer Relationship Management database to facilitate effective follow-up and tracking.
3. Process customer orders from inception to dispatch and successful delivery within established timelines, ensuring customer expectations are met.
4. Collaborate with internal colleagues across various hubs to coordinate order fulfillment and delivery, maintaining alignment with customer expectations.
5. Maintain accurate customer records to capture and update key information such as contact details and site specifications.
6. Generate and dispatch invoices following successful equipment delivery, including consolidated invoices on a monthly basis.
7. Process and track equipment rental orders and collections, ensuring accurate monthly billing for customers.
8. Manage requests for both short- and long-term hire equipment, coordinating delivery and collection through our hubs.
9. Produce accurate and timely reports for key stakeholders and customers to communicate order status and other relevant information.
Qualifications, Experience and Skills:
1. Education to GCSE level or equivalent (Maths and English Grade C or above).
2. Proficiency in IT and competent use of Microsoft Office Applications.
3. Strong communication skills with excellent telephone and email manner.
4. Customer-centric approach to all tasks and interactions.
5. Previous experience in a similar role/environment, demonstrating competency and familiarity with operational scheduling.
6. Flexibility and adaptability to changing priorities and operational demands.
7. Resilience to effectively manage challenges and pressure in a dynamic environment.
8. Exceptional organisational skills with a keen attention to detail.
9. Ability to thrive in a fast-paced environment, prioritizing tasks efficiently.
10. Strong team player with the ability to collaborate effectively.
11. Proactive and capable of working independently, demonstrating initiative when necessary.
12. Ability to perform under pressure while maintaining professionalism and efficiency.
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