As Customer Services Administrator you will provide frontline support to our UK and overseas customer base, processing and progressing customer orders and handling and investigating customer complaints using the business system (IFS).
What you'll be doing
- Develop competence in the use of the business system, providing quick and accurate information at the first point of enquiry
- Process sample, replacement, and customer orders onto the business system
- Ensure all customer requests are investigated, logged within the call centre system, and resolved promptly
- Escalate issues to the key account manager and relevant sales representatives
- Maintain a professional telephone manner, communicating technical, commercial, and order related information.
- Build strong relationships with the customer base and maintain working relationships between CMP and its customers
- Raise customer complaints on the IFS system and assist investigations to resolve issues, including arranging replacements, returns, or credits where required
- Check customer orders processed by other members of the customer services team to ensure accuracy before releasing them from “hold”
- Work closely with production and planning to obtain lead times and due dates and communicate this information back to customers, produce weekly reports for key account customers
- Working with design and technical teams answering technical queries and completing Engineering Request Forms (ERFs) regarding new products
- Assist in the development, monitoring, and collation of performance measures and KPIs to ensure key processes are effectively controlled using IFS.s
- Use call centre data and system reports to support analysis and ongoing improvement of department KPIs
Who we're looking for
To apply, you will have previous experience in a customer services or administrative role, ideally gained within an engineering or manufacturing environment, and be able to demonstrate a proven ability to manage customer orders and queries accurately and efficiently.
You will have excellent communication skills and work effectively under pressure to meet deadlines. You will be highly organised, demonstrate strong time management skills, and show initiative in your approach to work. A self motivated and enthusiastic approach with a strong work ethic is essential.
A good working knowledge of Microsoft Office packages and experience of working with ERP systems (ideally IFS) is essential.
The role is full time and permanent, working 35 hours per week. CMP offers a 9 day fortnight working arrangement, enabling employees to work compressed hours and take alternate Fridays off, supporting a healthy work–life balance.
Benefits
Wellbeing app (Employee Assistance Program)
Holiday buy & sell
Car scheme
Competitive pay
Enhanced pension
Training & development
