Customer Care Administrator

As a Customer Care Administrator, you will liaise directly with our customers, processing their orders, from goods to despatch. You will be a key point of call to deal with queries, effectively communicating with the warehouse department to ensure all customer orders and service level agreements are processed and adhered to. In this role, you are accountable for:

• Maintain and monitor daily operations of assigned customer accounts.
• Input of orders received via email into SeQos Warehouse management systems.
• Creation of GRN's from pre-advice supplied by assigned customers.
• Maintaining the warehouse management system to ensure data and workflows are being dealt with efficiently.
• Creation of delivery labels once the order is complete.
• Monitor incoming emails and respond quickly to customer requests.
• Ensure that the dispatching/loading module of Seqos is kept up to date.
• Liaising directly with the customer regards any allocation/stock shortages
• Ensure that all invoicing data is prepared and processed appropriately for assigned accounts.
• The constant review all aspects of the operation to drive efficiencies, control costs and drive profit.
• Liaise regularly with warehouse supervisor team where issues arise from bookings
• Liaise regularly with Warehouse supervisors where issues arise from short or missing items
• Process returns in a timely manner, investigating the reason for the return
• Build strong relationships and confidence with all assigned customer contacts
• Acknowledging Customer complaints and report dissatisfaction/failures in line with policies and procedures; resolving where applicable
• Discuss solutions with Customers and follow through those actions to ensure Customer satisfaction
• Working with the Team and other colleagues (our internal customers) within the Company to improve Team and cross-departmental relations
• Ensure all Health & Safety policy and procedures are maintained
• To carry out any other reasonable management instruction to the expected standards which ultimately supports the business
• Take reasonable care of both your own health and safety and that of others who may be affected by your acts or omissions, ensuring all company safety and quality systems are adhered to. Raising concerns and reporting any incidents to your manager.
How will you be measured:
• Overall customer satisfaction
• Average issue resolution time
• Complaint escalation rate
• Accuracy of required documentation
Facts and figures about your role
• Circa 65 customer base
• Average orders per week = 150