Customer Service Office Administrator job in Stockport


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Job Ref: 6976

Job Type: PERM

Location: Stockport

Salary: £19,000 - £22,000

Date Posted: 15-03-2021

Category: Administration Office Support, Customer Services

Alexander Hancock

This is an amazing opportunity to join an expanding company that has not only fantastic growth plans for the future but is also an incredible place to work; a real team culture, an ethos of engagement with its people at all levels and working alongside inspirational management

Experience of CRM systems such as SAGE, SAP etc is essential

Supporting the sales team in resolution of delivery issues, returns , damages etc is a key part of this position so must have resilience, a calm manner and the ability to find solutions autonomously and successfully

Overview of the role of Customer Service Office Administrator

To provide customer service and administration support to the functional departments within the business

To ensure the accurate flow of information throughout the business through collaborations with internal and external contacts.

Ensure departmental metrics are achieved, to maximise efficiency of teams

To assist in the implementation of a departmental strategy and changes where required

Role and Responsibilities of Customer Service Administrator

  • Provide business support to the necessary functions across the organisation (Sales, Accounts, Commerce and Operations)
  • Planning and coordinating administrative procedures and systems and devising ways to streamline the existing processes
  • Oversee the receipt and distribution of electronic inbound sales enquiries and orders and assign responsibility to the correct recipient
  • Coordinate the carrier network to include national, international and pallet deliveries as well as processing of claims and recording of information relating to such claims
  • Manage customer related issues and an enquiry to ensure customer service levels are achieved and ensure the customer experience is exceptional. Use data warehouse to record the issues.
  • Create, assign and manage the cases information within CRM and Data warehouse. Use the data to identify where improvements can be introduced to improve the efficiency of our actions
  • Take ownership for live chat and ensure enquiries are managed efficiently
  • Manage the returns process and identify opportunities for improvement and efficiencies. Ensure goods are returned and the associated costs are allocated correctly
  • Support web based activities to optimise this channel
  • Manage and coordinate the retention of business associated data in-line with legal requirements, this will include the confidential destruction of unnecessary data
  • Take responsibility for the phone management system and the communication of information pertaining to the sales team’s contribution, adding opportunities for improvement where necessary
  • Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints
  • Manage schedules and deadlines to ensure they are met or exceeded.

Knowledge and Experience Required for the position of Customer Service Office Administrator

  • Formal qualification in business administration or equivalent experience with at least 5 years experience in a commercially challenging, results driven environment
  • A consummate professional with a passion for world-class performance, you will be able to demonstrate significant success in improving business performance through integrating and introducing a structured and systematic approach to administration and customer service
  • Highly motivated by the challenge of continuous improvement you will have an understanding of CI techniques and principles
  • Able to work in a calm, controlled and effective manner in a progressive support department
  • Be able to demonstrate a positive understanding of the importance of key stakeholder management for both internal and external customers and show ability in ‘politicalunderstanding’ of situations and complex scenarios
  • Ability and confidence to make well informed and considered decisions
  • A real team player, you will display the competencies required to be an effective member of the customer service team and have the confidence to take a significant lead in the site culture change program
  • A natural and effective communicator with excellent interpersonal skills
  • Hold a very strong understanding of customer service and administrative duties in a multi channel environment.

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