Dimension of the Role

• To support the customer service department, processing orders using in-house software, and following up the aftersales to ensure all interactions with customers and production are dealt with in the most professional and efficient manner and any exceptions are managed quickly and if appropriate, escalated.

Principal Objectives

• An active member of the Office Team which maximises sales and always delivers exceptional customer service. 
• Attention to detail is critical whilst possessing the ability to prioritise workload to maximum effectiveness working to a 24-hour KPI turnaround of all part requests.
• To ensure that all telephone calls are picked up quickly (within 3 rings), answered or passed over to the relevant department.
• Ensure that all communication with team members is constructive and compliant to the agreed timeframe and quality parameters.
• Ensuring paperwork is scanned and filed correctly and archived every day.
• A general support for the office manager and the wider team.

Direct Reportees

• Not applicable

Key Priorities

• To answer all telephone calls within 3 rings.
• Continual development of a continuous improvement culture supporting all Team members to actively contribute to ways of improving workflows.
• Effective and clear communication both internally and externally on the barriers affecting success and a robust plan to eradicate and drive positive change.
• Development of relationships with all UCD personnel through clear communication and regular face-to-face feedback
• Close liaison with the Remakes, Purchasing and Order Processing teams to ensure that all customer orders are effectively processed, and inventory is maximised.
• Administer all correspondence with customers in writing with a particular focus on order amendments.

Key Objectives

• To greet all customers on the telephone in a friendly and welcoming manner.
• To ensure the effective daily management of all external emails into UCD Inboxes.
• To deliver accurate order logging and uploading data to start process.
• To affect the printing of orders to start the order process paperwork cycle.
• To ensure that all customer part requests are logged and completed within the KPI of 24 hours.
• To verify all customer orders.
• To follow up on parts quotes. 
• To evaluate orders and inform customers of discrepancies, liaising with your team, including handovers.
• To manage company correspondence, complaints, and queries in an efficient and professional manner.
• To cross-train across other areas of the office to support during busy times, annual leave etc.
• To fulfill any other ad hoc office duties as required.