Administrator (Customer Services)

Job Title: Customer Services Administrator

Location: Stoke-on-Trent, ST6 3RB

Salary: £20,250

Job type: Temp role, 8:45am – 4:45pm Mon-Fri

Steelite International is a world leading manufacturer and supplier of award-winning tabletop and buffet solutions for the hospitality industry.

Servicing over 140 countries, we are committed to offering the best in functionality and design, while minimizing the effect on our environment.

Overseas candidates will NOT be considered for this role. We are not sponsoring Visa’s at this time, so please refrain from applying unless eligible to work in the UK

The role:

To be part of the UK / ROI Customer Service team who are the day-to-day point of contact for Steelite International sales team, Distributor’s reps, end user customers and allocated distributors. To work with internal departments at Steelite to achieve the necessary demands. Supply information to support major projects, ensuring that all requirements are delivered and deadlines are met.

Principal Accountabilities

The Customer Services Administrator is part of the Customer Services Team and reports to the Customer Services Manager/Team Leader UKI.

The Customer Services Administrator is responsible for incoming calls relating to allocated accounts, specific distributors and for the input of all incoming orders whilst also dealing with all telephone / email enquiries and orders on a daily basis.

The specific demands of the role are described through the principal accountabilities outlined in this role description. The expected key competencies and key performance indicators for the effective execution of the role are also outlined in this document.

Key Responsibilities:

• Provide direct support for an agreed range of customers.
• Liaise with Customers and Distributors regarding planned roll outs and organisation of shipments with the warehouse.
• Collate reports for Distributors regarding products and pricing.
• Update and maintain Customer records including discounts and operating procedures.
• Liaise with departments internally to the UK operation to meet customer expectations for all projects.
• Manage requests for bespoke products or designs which are Customer specific.
• To have commercial awareness to understand Customers requirements and to be able to satisfy their needs.
• To be flexible and help to find solutions to the more complex operators.
• Respond to and resolve Customer problems and issues/complaints in a timely manner.
• Receive orders and input them onto to the system to meet cut offs.
• Provide quotations for potential customers.
• Send out sample requests as appropriate.
• Produce order reports, back order reports and ad hoc reports as appropriate.
• Deal with general day-to-day telephone enquiries.
• Attend Exhibitions when required.

The Candidate:

• Be able to explain things in a way that ensures everyone knows what is expected of them.
• Must be structured in the handling of information.
• Good at handling questions.
• Have the ability to change people’s attitudes.
• Must be structured in the handling if information.
• Able to demonstrate promptness and assertiveness when tackling situations.
• Must be open and approachable
• Have a basic understanding of the key performance areas / indicators of the department.
• Have a basic understanding of what drives cost within the department.Able to maintain control over area of responsibility at all times including documentation.
• Able to demonstrate acceptable levels of timekeeping and attendance.
• Can differentiate between profit and volume.
• Must have a basic working knowledge of all activities / tasks carried out within area of responsibility.
• Must be effective in making basic decisions and escalating when appropriate.
• Must be effective in basic problem resolution falling within area of responsibility.
• Able to regularly generate ideas for improvement.
• Demonstrate ability and willingness to operate as a valued team member.

Benefits:

• 33 days holiday – mix of fixed and flexible
• Pension contribution
• EAP
• Paycare
• Occupational Health
• Reward and Recognition Scheme
• Bereavement leave
• Long Service Recognition
• Life Assurance
• Refer a friend bonus
• Free Parking

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: Customer Service Administrator, Customer Services Executive, Customer Service Representative, Customer Support, Client Services, Customer Service Executive, Customer Assistant, Customer Aid, Customer Service Telephone Consultant, Telephone Customer Service Representative, Customer Advisor, Telephone Customer Support, Business Support, Customer Service Advisor, Customer Service Engineer, Customer Services Officer, Administrator, Customer Service Assistant may also be suitable for this role.