Customer Care / Sales Administrator

Customer Care / Sales Administrator

Hours: Monday to Thursday 8:30 to 17:00 and 8:30 to 14:00 on Friday

Once trained hybrid home working available

Location: Wrexham Industrial Estate

Salary: £30,000

Purpose of Role:

• Proactively ensuring the highest levels of customer service are achieved to enable The Company to maintain their 'customer first' approach and promote the company's 'Think Customer' culture.

Key Responsibilities:

• Working with all teams in the business to ensure:
• All customer credits are processed in a timely manner.
• Customer returns are processed in a timely manner.
• Stock issues affecting customers order fulfilment are resolved and customers are informed and proposed a solution.
• Any issues post-delivery completion (e.g. damaged goods, missing items, etc) are resolved efficiently.
• Work with the Compliance team to identify, investigate and resolve customer facing Opportunities for Improvement and Non-Compliances.
• Use company software packages to manage customer service duties efficiently.
• Proactively engage customers to ensure service levels are upheld.
• Provide inbound telephone support for Sales team.

KPI's: As outlined in Objectives

Company Values and Capabilities:

• Energy and Engagement - We have a passion for the business where we embrace change and seek continuous improvement in all that we do.
• Think Customer - We are committed to providing exceptional service by putting customers at the centre of everything we do.
• Winning Team - We develop strong team ethics through integrity and personal development, in an environment of mutual respect, encouragement and recognition.
• Drive for Results - We drive the business focusing on results through technical excellence, quality, efficiency, and sustainability.

Knowledge and Experience:

• Good working knowledge of SOP systems and procedures
• Accurate processing of large amounts of data
• Knowledge of Sage systems
• Good IT skills, Excel, Word.

Attributes Required:

• A good team player
• Able to work accurately to strict deadlines
• Able to manage times effectively

Relationships: The position requires close collaboration with several internal and external stakeholders:

• Customers
• Internal staff
• Departmental line managers

General:

• To have responsibility for the health, safety and welfare of relevant staff and others and to comply at all times with the requirements of the Quality, Health and Safety, and Environmental policies.
• To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity when approved to do so by your Line Manager.
• To promote equal opportunities for all staff and other stakeholders.
• To ensure that no person receives less favourable treatment than another on the grounds of age, sex, marital status, race religion, creed, colour, nationality, ethnic or national origin or sexual orientation.

This job description is a reflection of the current position and may change in emphasis or detail in the light of subsequent developments.