Job Description

: Customer Service Administrator

Location: John King Chains HQ, Sherburn in Elmet, Department: Sales and Customer ServiceReports to: Sales Manager

Employment Type: Full-Time, Permanent

Job Purpose

To ensure all customer orders are processed, updated, and despatched in a timely and cost-effective manner, adhering to customer guidelines and ensuring accurate documentation. The role focuses on maintaining key performance indicators (KPIs) for delivery and customer satisfaction while providing exceptional administrative support to the sales process and fostering strong customer relationships.

Key Roles and Responsibilities

Order Processing and Management:

Accurately process customer pro forma invoices and sales orders on the company system, ensuring timely communication of progress with stores, despatch, and customers.

Prepare detailed sales pack information, manage order preparation, and channel new orders from the Sales department to Technical for seamless execution.

Liaise with Credit Control to ensure orders align with customers' credit status.

Coordinate with internal departments (Sales, Purchasing, Technical, and Production Planning) and external suppliers to ensure orders are processed correctly and within agreed timelines.

Customer Service Excellence:

Act as the first point of contact for customer complaints, logging Customer Corrective Action Request (CAR) forms and collaborating with the Quality department for resolution.

Build and foster strong relationships with customers, taking a lead role in resolving queries or issues arising from delays or other problems.

Work closely with the Sales team to deliver consistently high levels of customer service to all clients.

Communicate regularly with Account Managers, providing order updates and administrative support as needed.

Sales Support and Opportunity Development:

Support the sourcing of new sales opportunities through proactive follow-up on inbound leads and outbound activities, including sales calls, mail shots, advertisements, and emails targeting existing, new, and dormant accounts.

Route qualified sales opportunities to the appropriate external Sales Executives for further development and closure.

Maintain a high level of customer updates and opportunity details within the John King Chains CRM platform.

Process Adherence and Collaboration:

Ensure consistent adherence to processes to deliver a high standard of customer service.

Collaborate with Sales, Purchasing, Technical, and Production Planning teams to ensure timely setup of new accounts and maintenance of delivery promises.

Skills and Qualifications

Essential:

Proven experience in a sales administration, customer service, or similar role, preferably within a manufacturing or industrial environment.

Strong organizational skills with a keen eye for detail and accuracy in processing orders and documentation.

Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.

Proficiency in CRM systems and Microsoft Office Suite (Word, Excel, Outlook).

Ability to work collaboratively across departments and manage multiple priorities in a fast-paced environment.

Strong problem-solving skills and a proactive approach to resolving customer queries.

Desirable:

Knowledge of the manufacturing industry, particularly in chains or related products.

Experience with ERP systems for order processing and inventory management.

Familiarity with credit control processes and customer account management.

Personal Attributes

Customer-focused with a commitment to delivering exceptional service.

Proactive, with a positive attitude and a willingness to take initiative.

Team player with the ability to work independently when required.

Adaptable and able to thrive in a dynamic, deadline-driven environment.

John King Chains is an equal opportunities employer and welcomes applications from all suitably qualified individuals.

Job Types: Full-time, Permanent

Pay: 28,500.00 per year

Schedule:

Monday to Friday
Work Location: In person

Reference ID: OHRJKCS525