Customer Service Administrator
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Job Location:
Motherwell - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
As Customer Service Administrator you will serve as the primary customer contact and ensure all customer needs and expectations are will respond to inbound customer calls and emails regarding orders returns and any related issues:problems order changes shipping and resolution times etc. You will also be assisting other customer service associates with administrative duties.
In addition you will be requiredto communicate with other departments such as Technical Support Logistics Manufacturing Regional Sales Managers and Product Managers to resolve customer issues.
JOB DUTIES:
- Managing the relationship with Customers on a day-to-day basis in an appropriate & professional manner.
- Provide and process information and feedback in response to orders inquiries concerns and requests about deliveries services and returns.
- Interface with supply locations and distribution centres and retain supply and delivery updates to provide feedback to customers. Contact will be via telephone and email.
- Respond promptly to customer inquiries and requests primarily via e-mail/SFDC Service Cloud cases and phone.
- Take ownership to ensure customers always receive a high level of service.
- Receive validate and book orders in line with customer agreements.
- Handle investigate and resolve any customer complaints regarding failures within the order fulfilment process.
- Ensure adherence to all Customer Care and Returns related processes.
- To execute the day-to-day administration of the Customer Returns process and associated customer credits.
- Direct requests and unresolved issues to internal departments/stakeholders and follow up until resolved.
- Follow up customer orders with internal functions on time and update customers regularly and proactively.
- Follow up on customer interaction providing timely and meaningful feedback.
- Support other administrative roles when required/requested.
- Support projects and process improvements to increase customer experience and productivity.
- Assess supply shortages of customer orders and feedback/escalate to Factory Planner.
- Participate in regular meetings with suppliers on item flows (Past Due review escalations exceptional demand order outlook etc.) and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
- Plan and execute express shipments.
YOU MUST HAVE:
- Previous experience in a customer service role or experience working in an office-based environment
- Ability to work comfortably in a fast-paced environment
WE VALUE:
- Knowledge of Excel
- Excellent customer service skills
- Previous experience working with Salesforce and / or SAP (this is not essential)
WHATS IN IT FOR YOU:
- Hybrid working with Mondays and Fridays worked from home
- A warm friendly and collaborative team environment
- Excellent training & coaching to help you excel in your role
- Genuine opportunities for progression
- Opportunity to work for a forward-thinking global brand
- Life Insurance
- Company Pension
#LI-AM3
#LI-HYBRID
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Resideo offers top-of-the-line home automation solutions to set up your best smart home system, including smart thermostats, security cameras and more.
