Customer Service Advisor

Salary: £26,000 per year

Customer Service Advisor
To be the first response for incoming customer requests. To work with the existing management team to ensure that the supply of spare parts, consumables and services are delivered to customers with service levels that are maintained and improved. To ensure that the sales of service and spare parts are maximised and our customers are developed to their full potential whilst ensuring that the company continues to operate in a cost effective and profitable manner.
Areas of responsibility:
1. Ensure standards of performance and behaviour are maintained and improved within the guidelines set out in the company’s employment guide and hand book.
1.1 To positively influence key company targets and objectives regarding sales and customer service delivery standards.
1.2 Maintain and improve existing administration systems and procedures to deliver effective and efficient performance.
1.3 To accurately process spare parts and consumable orders to reflect accurately the specification set out by the customer.
1.4 To accurately process service requests to accurately reflect the requests of the customer.
1.5 To administer the company’s back order process including the updating of customers and progress chasing of suppliers.
1.6 To maintain and improve standards of behaviour and customer service whilst answering or re-directing incoming telephone calls from customers, suppliers and colleagues.
1.7 To monitor and update customers on the progress of works and the availability of field service technicians in keeping with key company targets and customer service delivery standards.
1.8 To offer technical assistance and assist customers with spare parts identification.
1.9 To accurately process company purchase orders to reflect accurately the specifications and terms of payment as set out by the sales order process.
1.10 To accurately prepare and deliver quotations in keeping with requested deadlines.
1.11 To book hotel accommodation, flights and car hire for field service technicians, management and directorial teams.
1.12 To administer incoming credit card and customer payments.
1.13 To issue invoices to customers, accurately reflecting the goods and services provided and reflecting the company’s terms and conditions of payment.
1.14 To record, investigate and resolve customer complaint and invoice queries whilst protecting and promoting our customer service profile.
1.15 To liaise with credit control to ensure that outstanding machinery, spare parts and service invoices are paid on time and that the Company’s exposure to financial risk is minimised.
1.16 To promote and develop the sale of spare parts and service contracts in line with company targets and forecasts.
2. HEALTH & SAFETY
2.1 To promote the Company’s health and safety policy by maximising awareness and thereby minimising accidents.
2.2 To ensure that any serious breaches of the Company’s health and safety policy are brought to the attention of the Directors.
2.3 To be aware of the Health and Safety at Work Act 1974 and its implications.
2.4 To ensure a safe working environment for yourself and for those who work around you.