Job Description

Job Purpose:

This is a key role within our business; you will be working as part of the account management team to manage enquires & orders from the initial enquiry to delivery and serve as a point of contact for clients. You will engage closely with clients and all business departments (production, planning, etc) to ensure orders are achieved on time and within scope.

Duties & Responsibilities

Adhere to all company policies and prioritise Health and Safety "Safety First"

Handle inbound and outbound client communications professionally and efficiently, addressing any queries, concerns, or requests promptly

Receive enquiries from sales teams and clients

Review customers drawings / documents and understand them to produce an estimate

Collaborate with internal technical teams to provide tailored solutions

Produce estimates on our MIS system

Process, manage and track enquires through to delivery including any agreed customer SLAs

Brief all departments regarding orders and ensuring they understand all aspects

Attend regular meetings with internal teams to ensure orders and projects are on track

Develop and maintain strong relationships with clients, acting as a point of contact for service-related enquiries

Visit installation sites and clients when required

Support on-line portals

Managing and keeping all internal documents and records up to date

Troubleshoot and resolve any client issues or concerns, ensuring timely and satisfactory solutions

Process customer complaints and support until closed.

Qualifications and Experience

Previous customer service experience essential

Critical thinking skills, analytical thinking, and problem-solving aptitudes

Ability to organise and prioritise several workstreams

First class communication skills in person, presenting to a group and on the telephone or video calls

Proficient in Microsoft Office Suite (Word, Excel, etc) and CRM systems

Detail-oriented with a strong sense of responsibility and ownership

A proactive, positive attitude with the ability to motivate and support others

Previous experience in the print industry or familiarity with print processes and products is highly desirable

Key performance Indicators

Enquiry turnaround times

Orders delivered on time and within scope ratio

Customer Complaint Ratio

Customer satisfaction rating

Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Casual dress Company pension Free parking On-site parking
Work Location: In person