Job Description

You will be required to process all sales administration tasks accurately and efficiently. Taking ownership of providing excellent customer service to customers through a timely, effective response to enquiries and issues   

Duties & Responsibilities: 

• Follow all Company Safety, Health & Environmental (SHE) & departmental procedures at all times, taking own accountability for keeping yourself updated with any amendments and keeping your workspace clean and tidy. Report any near misses on SHE Assure.
• Build and maintain relationships in a professional manner with all customers and colleagues, providing support and building customer confidence at all times. This should be demonstrated through ownership of customer enquiries and issues and ensuring they are dealt with in a timely manner
• Ensure all emails are responded to within 1 hour and aim to achieve 100% first time resolution.
• Answer all calls in a professional manner stating the company name and your name when answering, to be answered within 3 rings
• Accurately input sample and sales orders on the same day of receipt following the SOP to ensure we are making no more than 3 errors per month
• Run daily order books following the SOP to allocate stock, keep customers updated on back orders, check held orders/due dates and bring forward orders live to ensure they don’t fail the OTIF.
• Liaise with logistics, production and warehouse teams to ensure stock issues and back orders are dealt with same day and communicate these to the customer in a professional manner
• Inform customers of our delivery policy, boxed quantities and minimum order value, upselling when orders are below the minimum order value
• Liaise with the finance team regarding customer credit limits, on stop status and payments to ensure effective communication of progress to customers and ASM’s
• Raise new events and review past events with Logistics team informing them of any new or potential customers (or lost) for stock purposes
• Ensure customer queries are forwarded to the Customer First team within one hour of receipt
• Liaise with our carrier on ETA’s and any lost or damaged shipments, escalating any customer complaints to the Customer Resolutions Team as soon as possible
• Never accept “good enough”, seek ways to improve the customers experience and demonstrate a flexible “can do” attitude with customers and colleagues providing support wherever necessary
• An opportunity to become a ‘super sub’ CSA to help provide cover with handling and processing of customer orders in other routes to market (RTM’s) based on competency level and training

KEY EXPERIENCE:  

Sales order processing

Order book management

Customer Enquiries

Forecasting

Product knowledge

 Attention to detail

 Microsoft Packages – Word, Excel and Outlook

 IT packages – Sage, Phocas

Required Knowledge, Skills, and Abilities