The role exists in order to oversee the day to day activities of the customer service department and to ensure the customer “experience” is excellent in all respects. The role holder will provide support in resolving problems, decision making and accurately and efficiently processing orders from receipt to delivery completion, with a priority to meet the needs of the customer at all times.
Key Responsibilities
Act as the first point of contact for any customer liaison within the customer service department.
Liaise with other internal functions to resolve issues quickly, efficiently and to conclusion to provide proactive customer support.
Responsible for ensuring that the customer receives their ordered goods on time, in good condition and exactly in accordance with the specified order with a high level of customer service.
Approving and processing sales orders
Every customer must be informed (either by phone or email) of the expected delivery dates of their order at least once a week without exception ensuring that you are relaying the relevant information accurately and positively.
Setting up new suppliers
Core competencies
Knowledge – some prior knowledge of order processing processes and a good understanding of the supply chain.
Experience – Some previous experience within a customer service environment with order processing responsibility. Experience of dealing with suppliers.
Skills required
The ability to process detailed information accurately and in a timely manner is essential.
Excel basic level: managing price lists and logging information. Act as a mentor for team members.
Word intermediate level: create a PDF file to send all invoices, order acknowledgements, letters, faxes etc.
Outlook express: ability to send, receive and file emails with attachments.
Interpersonal skills
Excellent communication skills when dealing with customers and suppliers at all levels, both verbally and in writing.
The ability to build and maintain good internal and external relationships in order to support on going, long term customer relationships.
Excellent customer service orientation, understanding the impact of good customer service on future sales.
