Customer Service person with good administration skills.

My client who have been established for over 20 years, and are the best supplier in their market for the whole of Europe are now looking to expand their team.

The role is:

To work as part of the customer services and administration team, pro-actively take advantage of building good rapport and cross-selling opportunities when answering calls and emails from clients. To constantly strive to improve procedures to ensure that customer's expectations are met in terms of service, price and quality.

Key Result Areas and measurement of success

Support of Administration.

Ensure that procedures are complete and documented to maintain consistency.
Complete samples and allocate new customers with Sage accounts daily to ensure orders are sent out correctly with same day despatch pre-5pm.
Ensure that samples area in tidy and fully stocked at all times.
Support the returns process and maintain log, including Quality Control reporting to the GSM and to suppliers where appropriate (Integrity) to minimise negative financial implications.
Order office stationery and responsibility for all post to minimise work interruptions.
Prepare test packs in advance for quick despatch.
Liaise with the Operations department to ensure that stock is despatched accurately and in line with customer expectations.
Process sales orders including drop-shipping where appropriate.
Inbound and outbound post.
Sales Development.

Respond to all contact request forms, calls, emails with a view to cross-selling and up-selling.
Follow up new customers with pro-active phone calls to welcome them, deliver additional value above their expectations with a view to maximising sales revenues.
Respond to catalogue and sample requests and follow up with phone calls to better understand customer needs and generate sales greater sales opportunities.
Monitor customer searches in Admin and identify sales opportunities.
Monitor and actively follow up customers with pending orders and removed (high-value) baskets to maximise sales opportunities.
Financials

Provide accurate quotes for customers and selling on value rather than price. Any discount for larger orders to be agreed with the GSM.
Ensure all sales are accurately documented in SAP to maintain accurate sales records.
Nil value sales to be correctly allocated to provide accurate reporting.
Liaise with the accounts department to ensure invoices are paid in accordance with terms and conditions.
Customer Experience.

Build and maintain high levels of customer satisfaction by seeking sales opportunities in all customer contact.
Answer all inbound phone, email and postal enquiries in a timely manner as agreed with GSM.
Keep the customer informed at all times regarding lead times/ delivery dates and follow up stock shortage emails with customers to exceed customer expectations.
Provide support for other business areas where necessary and keep up to date with current procedures to ensure the effective running of all departments.
Training

Work with team members to ensure that GSM is fully up to speed with all issues on a weekly basis at least so that individual and team training needs can be identified.
Attend training courses as agreed with the GSM to develop existing and create new skills to benefit the individual and the company as a whole.
General

Seek to improve any and all areas of the business by taking a pro-active and creative approach to meet and exceed Group targets.
Ideal Person:

Excellent customer Service and administration skills

Excellent rapport building skills

Good written and spoken English skills

Excellent telephone manner

Proficient in Microsoft skills including Word and Excel

Team player

Takes pride in self and in work

Basic salary to 16k.