We are looking for a Customer Care Administrator, to start asap. This is a 12 month maternity cover role, paying £16-17K pa. The role is based in Bridgend.
The Customer Care Team are the first point of contact for customers and they are responsible for all aspects of order entry, consignment process, loan set scheduling and all customer related queries.
Main Responsibilities
- Responsible for processing all orders received on the same day eg. Fax, e-mail and telephone and advising the customer of any price discrepancies or items out of stock
- Actively chasing back orders
- Generating invoices and dealing with invoice queries.
- Answering the telephone within the three ring rule.
- Monitoring the e-mail address and processing all orders or queries received on the same day.
- Free of charge order process
- Literature and sample orders, to include international requirements
- Providing proof of deliveries
- Arranging collections
- Filing
- E-mailing or faxing literature
- Price/product enquiries
- Returned Goods process
- Maintaining orders on customer based portals
- Patient matched cement orders
- Custom made orders
- Supplying re-classified items with approval
- Generating credit notes when appropriate
- Providing costing requests and getting requests approved
- Processing consignment orders
- Updating consignment log
- Providing shipping paperwork
- Updating stock rooms
- Arrange return of under-performing sets
- Long term loan process
- Usage reports
- Capitalization reports
- All internal/external customer related queries and any other duty required
- Answering the telephone within the three ring rule
- Providing proof of deliveries
- Filing
- E-mailing or faxing literature
- Schedule and book loan sets
- Amending loan set bookings
- Queries relating to bookings
- Arranging collections and actively chasing late sets and missing items
- Chasing purchase order nos and billing loan set usage
- Notifying reps and customers of missing items
- Advise alternative kits to reduce refusals
- Recording refusals and waived hire charges
- Maintaining loan set list
- Providing proof of deliveries
- Filing
- E-mailing or faxing literature
- Generating credit notes when appropriate
Skills Required
- Educated to a good GSCE/O level standard
- Computer literacy with experience using MS Office applications and SAP
- SAP/Microsoft knowledge
- Customer Services Experience
- Good telephone manner
- Effective Teamworking, Customer Interaction and Communication skills
- Attention to detail
- Planning and organizing
- Problem solving and analytical skills
- Self motivation/motivation and drive
- Ability to prioritize workload and meet definite deadlines
