Order Processor

To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer quotations and orders are processed in an accurate and timely manner.
This is a front line customer service role where a large proportion of the role involves dealing with trade customer enquiries, technical queries and complaints.
The role is challenging but critical to the business as it must ensure quotations and orders are processed in a timely and efficient manner.
The right candidate will need to have the right balance of interpersonal skills. They will need to understand some of the technical aspects of conservatory roof design and be able to answer questions of a technical nature.

KEY TASKS & RESPONSIBILITIES:

• Maximise customer satisfaction
• Dealing directly with customers via telephone, email and face to face.
• Interpreting Customer enquiries and converting these into quotations and orders through a bespoke Computer based software package.
• Accurate processing of quotations and returning these to the Customer within 24 hours of receipt.
• Accurate processing of Customer orders and returning these in an efficient and timely manner.
• Respond promptly to customer service enquiries
• Direct requests and unresolved issues to the designated resource.
• Escalate customer critical complaints to suitable Managers/Directors as necessary
• Record all customer complaints, actions and resolutions.
• Maintain customer database
• Communicate and coordinate with internal departments
• Arrange for spare parts to be delivered through mail, transport and courier services
• Keep customers informed of progress by following up enquiries
• To undertake general administrative duties
To encourage feedback on services provided and make recommendations for service improvements.

KEY COMPENTENCIES:

• Verbal and written communication skills.
• Excellent interpersonal skills
• Good Listening skills.
• Customer service orientation.
• Information management.
• Problems analysis and problem solving.
• Attention to detail and accuracy.
• Reliability.
• Stress tolerant.
• Ability to remain calm when dealing with emotional, difficult or distressed people
• Ability to work on own initiative and as part of a team
• Robust

EDUCATION AND EXPERIENCE:

• GCSEs or equivalent diploma.
• It is unlikely that the candidate will have previous experience of conservatory roof design or software but all training will be provided both on and off the job.
• Some knowledge and experience of working in a customer service role would be beneficial but not essential.
• Experience of working with trade customers would be beneficial but not essential.
• Experience of dealing with complaints would be beneficial but not essential.
• Knowledge of administrative and clerical procedures.
• Knowledge of using computer systems and other window based software applications.
• Keyboard skills.