Job Title
Customer Service Advisor
Range
25-28K depending on experience
37-hour work week
Job Overview
We are seeking a detail-oriented and proactive Admin Assistant to support the Customer Service department of our machine tool company. This role will be crucial in assisting with administrative tasks related to customer inquiries, order processing, and maintaining smooth communication between customers, sales teams, and service technicians. The successful candidate will be an excellent communicator and organized.
Key Responsibilities
Customer Support:
- Respond promptly and professionally to customer inquiries via phone, email.
- Process and track customer orders, ensuring timely and accurate delivery.
- Maintain up-to-date customer records in the CRM system.
Data Entry & Reporting:
- Accurately input customer orders, service requests, and other relevant data into the system.
- Assist in preparing weekly/monthly reports on customer service metrics (e.g., order volume, response times, satisfaction levels).
- Track and update the status of ongoing service requests or machine maintenance schedules.
Team Coordination:
- Liaise with internal departments to ensure smooth order fulfilment.
- Schedule and coordinate appointments for customer service teams, including machine installations and repairs.
- Provide general administrative support to the customer service team as required, including document filing, meeting coordination, and task follow-up.
Customer Communication:
- Proactively update customers on order status, potential delays, and any changes to their orders.
- Assist in handling customer complaints or issues, escalating to senior staff when necessary.
Documentation & Compliance:
- Maintain accurate records of customer interactions, orders, and service requests.
- Ensure that all customer service activities comply with company policies and industry regulations.
Personal Attributes
- Customer-Oriented: A passion for providing excellent customer service and support.
- Adaptable: Able to adjust to changes in tasks and priorities as needed.
- Reliable & Trustworthy: Dependable in completing tasks and handling customer data with confidentiality.
- Interpersonal Skills: Friendly, approachable demeanour, with a focus on customer care and team collaboration. Ability to work well in a team-oriented environment
- Team Player: Willingness to support colleagues and contribute to the success of the customer service team.
Desirable Skills
- Previous experience in an office-based customer service role.
- Experience of Microsoft office (word, excel)
- Experience of CRM software.
No experience necessary of machine tools, training will be given.