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Customer Service Assistant Job Details
Job title: Customer Service Assistant
Category: Commercial
Term: Permanent
Location: Suffolk
Ref: 895358
Job description:
Job Purpose:

The Customer Service Assistant is responsible for providing excellent and consistant communication to both internal and external customers on a day to day business activities and requests generated with regards to customer service of there clients products. The key challenges of the position will be to develop and maintain a highly skilled level of product knowledge, sales policies, and familiarity with company procedures to achieve the highest level of customer satisfaction.

Principle Job Accountabilities-

* Respond in a timely manner to all customer request/enquiries [typical queries Pricing, availability of product, Catalogue or Sample requests or Company Information]
* Provide initial support to customers where required and observe the need for escalation where necessary to Competence Centre staff
* Accurately process and manage customer complaint through Belden EMEA complaints process, ensuring customer is kept up to date through the process
* Provides stock availability, lead time, product change, quote and order status, and shipping date information to customers
* Cooperates with credit department for effective management of all credit issues related to the customer
* Enters customer complaints and reports any problem affecting service to customers to the customer service manager
* To organise the return of goods in line with Company procedures, implement the dispatch of replacements where appropriate
* To handle invoice/account queries raising and checking credit notes where appropriate
* To liaise with relevant colleagues in response to customer requests [Pricing, Sales, Marketing, Product Management etc.]
* To resolve queries in line with departmental KPI's
* Qualify leads which have been supplied by the marketing department based interest expressed by the customer. If a need has been identified during qualification process, pass leads either on to sales or a distributor.

Main Duties and Responsibilities:

* Customer services to be a key value add to the customer relationship - aim is for the customer to be impressed with all touches they receive from company
* General office assistance duties
* Welcome visitors into the office in a professional and friendly manner
* Telephone calls must be answered and dealt with promptly, politely and courteously regardless of whom you are speaking to
* Direct telephone calls to the appropriate person/department
* Take messages and pass onto the appropriate person/department in a timely manner
* Receive emails/telephone calls from customers regarding orders
* Keeping customers informed of order status and/or changes in a proactive manner
* Emailing sales order confirmation to customers
* Create new customer templates and liaising with finance or credit limits and terms
* Creating sales orders on SAP
* Creating sample orders on SAP
* Liaising with logistics for freight costs
* Update production/purchasing of any sale order changes
* Filing invoices and sale orders for your area
* Manage post collection/distribution
* Open and date stamp and distribute post to the relevant person.
* Order stationary and office supplies
* Deal with emails / enquiries
* Check stock availability
* Check stock requirements and ensure delivery to customers
* Arrange meetings
* Book meeting room and set up requests
* Book in-house lunches
* Make refreshments
* Assist with archiving / storage
* Filing / photocopying / scanning / faxing / shredding documents
* Update group contact list
* Book car hire, travel and hotels
* To be flexible to assist with additional tasks as and when necessary

Experience, Skills and Knowledge Required -

* Proven track record of working in a Customer services/Customer care/Inside Sales role essential
* Proven track record of working in a commercial B2B environment [desirable]
* Demonstrate system knowledge and operating experience within a Customer services/Customer care/ Inside Sales environment
* Fully proficient with Microsoft Office applications (Excel, Word & PowerPoint)
* SAP Knowledge [desirable]
* A good level of Maths and English is important essential
* Knowledge of the Wire and Cable and signal industry desirable
* Must be discrete and able to maintain confidentiality at all times
* Punctual and smart in appearance
* Excellent verbal and written communication skills
* Excellent interpersonal skills
* Team-player, willing to respond professionally, enthusiastically and positively to all requests
* Self -motivated and positive attitude
* Strong attention to detail
* Common sense and the ability to use your initiative without regular prompting is important as ideally you will at some point become responsible for some of your own workload.
* Ability to prioritise and work to deadlines
* You must hold a current drivers licence and have access to a vehicle due to office rural location

Role Critical Competencies -

Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment

Technical Learning- Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product or technical knowledge - like internet technology; does well in technical courses and seminars

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect

If you have responsibility for a 'care' account; below are the additional competencies identified for this role:

Perspective - Looks toward the broadest possible view of an issue/challenge; has broad ranging personal and business interests and pursuits; can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future

Informing - Provides information people need to know to do their jobs and feel good about being a member of the team, unit and/or the organisation; provides individual information so they can make accurate decisions; is timely with information

Perseverance - Pursues everything with energy, drive and a need of finish; seldom gives up before finishing, especially in the face of resistance or setbacks

Strategic Skills - Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortable handle risk and uncertainty

Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his / her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace

Working Week - Full Time: 37.5 hrs per week, 9:00 - 17:00 Monday to Friday with 1hr lunch break (unpaid)

This role would suit someone keen to gain broad experience within the manufacturing sector and to expand your knowledge of office functions.
Salary: 18000 per annum
Start date: 28/09/2017
Contact email address:
Contact telephone number: 01473 216611
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