Job Description

Position Summary

: To provide delivery of customer service excellence to both internal stakeholders and external customers within Lorne Laboratories.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily (other duties may be assigned). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Answers incoming customer service telephone calls in a professional and timely manner. Retrieve messages from voicemail and forward to appropriate Department Enters orders into the ERP system in a timely and accurate manner verifying customer information, pricing, discounts, shipping charges, address details etc are complete and accurate Identify any special-order requirements and take appropriate action Work closely with the other Departments to ensure timely progression of orders. Proactively update the customer of shipping dates, anticipated delays and any additional information required by the customer Process missing or delayed shipments, liaising with couriers as needed and keeping the customer updated Respond to customer inquiries, obtaining and evaluating all appropriate information needed to respond in a timely and effective manner. Process returns in a timely and efficient manner keeping customer informed Ensure that all customer feedback is appropriately logged and responded to in a timely manner Supports and assists marketing and sales departments as required Performs other administrative duties and special projects as required This list is not exhaustive and other additional requests such as processing stock take, quotes, issuing purchase orders, receiving materials into the system, printing invoices, filing paperwork, reviewing system-generated reports , updating system parameters, etc maybe required

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies.

Adaptability

Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.

Communications

Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Cooperation

Displays positive outlook and pleasant manner. Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts. Works cooperatively in group situations.

Customer Service

Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Dependability

Commits to doing the best job possible. Follows instructions, responds to management direction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Problem Solving

Develops alternative solutions. Gathers and analyses information skilfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Quality

Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.

Quantity

Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase production. Works quickly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Ability:

?? Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public. Working knowledge of/Fluency in the English language (spoken and written).

Mathematical Ability:

?? Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability:

?? Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

: To perform this job successfully, an individual should have knowledge of Microsoft Office applications including word and excel and have experience using an ERP order processing system.

Work Environment

: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role is predominantly office based, however, there may be occasions where the employee has to go into a warehouse or laboratory environment, on these occasions Health and Safety policy relating to the environment should be adhered to at all times.

The noise level in the work environment is usually moderate

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and reach with hands and arms. The employee is frequently required to stand and sit. The employee is occasionally required to walk and stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move up to 25 pounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Type: Full-time

Benefits:

Canteen Casual dress Company pension Free parking On-site parking Referral programme
Application question(s):

Do you have at least one years customer service experience?
Language:

English (required)
Location:

Reading RG6 4UT (required)
Work Location: In person