AdresMission Details
Your main responsiblities will be:
• Liaise with warehouse and production staff to ensure that all deliveries are made in a timely manner
• Key all phone, fax and email orders within agreed service levels and company guidelines and procedures
• Contact customers to increase orders less than the Minimum Order Value or advice of MOV charge and record results
• Provide level 1 technical support to our customers. More difficult queries are to be forwarded through the correct channels
• Actively support the Sales and Management team with any information or customer related requests or issues
• Inform warehouse of any special requirements on customer orders
• Action credit, return goods and pricing requests to customers in accordance with company procedures and take the corrective action if necessary to prevent re-occurrence
• Provide ongoing administration support and supply SDS’s to customers.
• Actively suggest process improvements with a view to improving the levels of service to our customers.
• Maximise company revenue by ensuring backorders and claims are processed in a timely and accurate manner
• Action credit and RGR requests the same working day
• Utilise existing technology and resources, create new processes and examine structures to improve efficiencies with Customer Service Function
Required Profile
Accountabilities:
• Minimise customer order keying errors and take appropriate action to ensure no further errors occur
• Meet telephony service levels (GOS)
• Meet abandonment rate targets
• Ensure roster adherence to shift and break times
• Identify upselling opportunities and maximise revenue
