Customer Service Administrator

Customer Service Administrator

1. Main Purpose of Job
• To provide an efficient administrative and clerical support in the Workshop and
Customer Service Desk as required and directed
2. Position in Organisation
• Reports to Location Manager or Customer Service Manager depending on location
3. Key Tasks

COMPLIANCE
• Adhere to all Company Health and Safety and Security Policies at all times
• Ensure Service Department and Vehicle Administration is in compliance with
regulatory bodies
• Ensure Administration programs policies and procedures are actively
followed and maintained
• Ensure documentation complies with Company policies and SOX standards

OPERATIONAL
• Ensure all incoming calls are answered efficiently and promptly and directed to the
correct person where necessary
• Responsible for the effective completion of all routine front desk duties within
defined authority limits
• Assist in managing the workshop paperwork flow on a daily basis in conjunction
with the Customer Service Manager, Workshop Manager and/or Location Manager
• Provide support to the Customer Service Team in managing vehicle damage
• Create and update Work Orders with relevant data as required
• Assist in the placing of orders with suppliers for workshop parts and supplies and
progress the orders as required
• Ensure all parts orders are correctly received and that all parts that are used are
booked out as required
• Prepare document batches for scanning as required and maintain vehicle files at
the location
• Maintain employee attendance records and prepare payroll data as required
• Book MOT test appointments when required
Customer Service Administrator Job Description 2012

CUSTOMER
• Develop and maintain high levels of customer service in conjunction with the CSM
for the location customer base
• Liaise with customers to make appropriate arrangements for scheduling vehicle
repair and maintenance
• Ensure customers are kept up to date with progress of vehicle maintenance work
in progress
• Understand all functions of the Customer Service Desk to ensure flexibility in
providing effective customer service and location support
• Assist with booking rental vehicles in and out and completing the necessary
paperwork when required

COMMUNICATION
• As part of the location Customer Service Team develop and maintain relationships
with Customer Service Representatives ensuring an excellent customer
experience
• Ensure the effective communication of all messages received on the Customer
Service Desk
• Maintain effective, high quality communication with external and internal customers
and vendors
• Assist in the effective communication between Ryder locations
4. Qualifications
Essential Qualifications
• Good standard of numeracy and literacy
• Excellent verbal and written communication
• IT literacy including:
• Email systems
• MS Word and MS Excel
Desirable Qualifications
• English and Maths at GCSE level, or equivalent
• Experience using a Fleet Management system
• ECDL qualification
5. Experience
• Minimum of a year`s practical experience gained in an office environment, in a
transport environment would be beneficial