Customer Service Assistant

  • Location
    Kettering, Northamptonshire
  • Salary
    £ 18000 - £ 18500 / Year
  • Job type
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    Office and Secretarial - Administrator

Job Title: Customer Service Administrator

Hours of Work: Standard team hours, Monday to Friday (38 hours)

Monday 08:30 to 17:00, Tuesday to Friday 09:00 to 17:00

30 minutes unpaid meal break each day

Job Description - Summary of Responsibilities

Ensure all operations within the scope of the role are carried out in accordance with all relevant Health & Safety guidelines, both statutory and company, including maintaining company standards for housekeeping.

Ensure all operations within the scope of the role are carried out within company budgets, and to published company standards for operational KPIs.

Ensure that excellent service is provided to internal and external customers, maintaining good relationships, within published policies, guidelines and service level agreements.

Key Tasks - Scope of Role

Order entry - The CS Administrator will be responsible for a large volume of data entry using the ERP system, focusing primarily on (but not limited to) UK and Eire customer orders, and for pulling through orders submitted via EDI to the ERP system. All orders must be entered within SLA guidelines.

Market/Key Account management - The CS Administrator will manage a market and/or a set of key accounts, being responsible for all aspects of running the account, ensuring that orders are despatched in line with SLAs, and that request dates are managed in line with KPIs.

Customer communication - The CS Administrator will interact on a daily basis directly with customers, sales execs and agents, via the telephone and e-mail, and must therefore have clear and confident verbal and written communication skills.

Query resolution/reporting - The CS Administrator will be responsible for answering e-mailed and phoned queries focusing on (but not limited to) status and progress of orders, stock availability, and outstanding backorders, and running associated reports accordingly, both scheduled and on an ad-hoc basis as required.

Preparation of electronic data - The CS Administrator will be responsible for submitting data to customer B2B sites where required, in line with agreed SLAs to allow the delivery and receipt of orders into customer DCs.

Providing cover during times of absence - The CS Administrator will be trained to cover during periods of absence for other team members, duties to include (though not exhaustive): Key account or market management of other team members' accounts, distribution of paperwork to the DC, sorting/batching and distribution of invoices

Housekeeping - To maintain high standards of tidiness and cleanliness within CSD and to carry out housekeeping as part of the normal duties of any member of CSD, including keeping walk ways clear, and desk areas free from waste paper.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Lia Young