Vendor Support Coordinator

Vendor Support Co-ordinators
16 – 24 Hours per week Mon – Fri
£7000 – £10700p.a

Position Title: Vendor Support Co-ordinator
Business Area: Remarketing

Job Grade: 8
Role Type: Specialist/Non Managerial

Behavioural Statements: Colleagues

Position Purpose:
To oversee a portfolio of key branch accounts, to provide a point of initial contact and administration support to the accounts as well as the business/branch. Responsible for ensuring that all administration is completed in a timely and accurate manner for the accounts, in line with business and customer requirements and SLA’s to ensure customer experience is enhanced and maintained.

Key Responsibilities:
• To be the first point of contact for a portfolio of key customers ensuring that the administration processes on each of the accounts is completed to a high standard and is within SLAs
• Contact with key customers on sale days (including presence on the rostrum if relevant), in order to enhance the customer experience
• Providing internal expertise on the portfolio of accounts, such as contribution to information for Marketing campaigns as appropriate
• Liaison with the relevant Account Managers / Account Directors for each account, to give feedback on administrative processes and ongoing customer experience, so that AMs and ADs have useful information for customer review meetings
• Responsible for dealing with general customer enquiries in an efficient and timely manner both face to face, via telephone and email, ensuring a satisfactory outcome is reached or escalating where necessary
• Help and support with the provisional bid process where needed, ensuring that provisional are logged pre-sale and that they are pursued post sale
• Prepare and produce entry forms, ensuring all queries or missing items are proactively qualified and checked
• Ensure all post-sale paperwork is completed to customer requirements and in a timely manner, making certain that any queries are resolved and giving feedback to the customers
• Responsible for ensuring that all documents and the auction system are correct and updated to assist with the smooth running of the auction and accounts
• Supporting Auctioneers during sale days e.g. entry forms, Simulcast
• Be the point of contact for our customers and develop and maintain excellent relationships with our vendors

People Responsibilities:
This role is responsible for 0 direct reports

Travel Requirements:
• 0 – 5% travel, primarily regional or national
• Travel to other sites and attend conferences/meetings and training on occasion: Yes

Key Performance Criteria:
• Consistently meeting customer service excellence standards
• Working with standard operating practices, compliance regulations and legislation at all time

Qualifications / Education & Experience
• Experience of working within rigid regulations and procedures
• Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction

Functional Skills e.g. Leadership capability, KPI’s, Account Management Customer Service etc
• Excellent customer service skills.
• Strong administration skills
• A keen eye for detail and accurate data entry skills
• Excellent interpersonal and communication skills both verbal and written.
• Able to use your initiative and be flexible, reacting to change quickly and effectively
• Able to work as part of a team to ensure successful delivery of a sale
• Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload

General Skills (amend as necessary)
Language: English
IT: Mail/calendar applications; Office applications; Intranet/Internet skills
Company knowledge: attend ”Knowledge” workshop
Full Clean Driving Licence: Yes
Any additional licences required: No

Special Factors: e.g. non-standard role requirements (amend as necessary)
• This role will be expected to work within Ben Nevis delivery requirements & restrictions.

HSE Statement
You must ensure that you are aware of and comply with the HSE Policies including the specific sections on your own personal responsibilities. You have a duty to comply with all Health and Safety and Environmental Legislation including your own Training needs. You must ensure that you are fully trained for any task that you are asked to do and this training must be completed before completing that task. You must also adhere to all site rules along with using any safe systems of work that is required as part of your job role. You shall also report any accidents, near misses or dangerous situations to your line manager immediately.

KBC Associates is an equal opportunities employer