Customer Service Representative Apprenticeship

Introduction

Reporting to the Customer Service Supervisor and located within the Customer Service Team, the Customer Service Representative (CSR) role involves providing crucial support to the sales team by managing administrative tasks and ensuring the smooth operation of sales processes and the overall efficiency of the Customer Service Office.

About the Employer

What You'll Do

Responsibilities include:

• Maintaining accurate records, processing orders, and assisting in the coordination of sales activities
• CSR’s utilise ERP software to process orders, track and analyse sales data, provide customer support, record keeping and generate quotations
• Attention to detail, organisational skills, and the ability to work collaboratively with sales representatives are key attributes in this role

The goal is to enhance overall efficiency, facilitate effective customer communication, and contribute to the success of the sales team whilst delivering an outstanding customer journey and experience.

Order Processing:

• Efficiently process sales orders, ensuring accuracy within a timely manner
• Coordinate with various departments to fulfil orders and address any discrepancies

2 Back Order Processing:

• Regularly review and process new back orders
• Manage date changes for back orders in both customer orders and the ERP System
• Communicate and provide guidance to customers regarding revised dates
• Execute necessary actions to force back orders and ensure alignment with the original order.
• Ensure accuracy by matching forced pick notes with customer notes
• Address and respond to progress and chase reports promptly

Customer Support:

• Provide excellent customer service by responding to enquiries, resolving issues, and addressing customer concerns in a timely manner
• Collaborate with the sales team to ensure customer satisfaction and retention

Documentation and Record Keeping:

• Maintain accurate and up-to-date records of customer interactions, transactions, and sales activities

Communication and Coordination:

• Act as a liaison between the Customer Service Team and other internal departments to facilitate information flow
• Communicate order status and updates to customers and internal stakeholders

Quotation Support:

• Prepare and issue sales quotations to customers
• Collaborate with the sales & commercial team to ensure quotes align with customer needs and company policies

Customer Service Team Assistance:

Support the Customer Service Team with administrative tasks, including the following:

• Managing customer portals up to the point of despatch
• Schedule and record outgoing stock deliveries to our major clients efficiently
• Attend to incoming calls and provide professional telephone support
• Create and prepare export documentation
• Initiate and manage the process of raising collections & insurance claims.
• Verify the accuracy of all printed pick notes against the system
• Ensure that pick notes are correctly forwarded to the transport department.
• Regularly manage and respond to emails in the sales inbox
• Print and supplement new orders with any additional information
• Process and fulfil proof of delivery (POD) requests efficiently
• Maintain organised filing and archiving systems
• Other ‘Ad-Hoc’ duties as and when required for the business

Data Entry and Analysis:

• Enter and maintain accurate data in our ERP system
• Assist in analysing sales data to identify trends and opportunities for improvement

Training Outcome

• There may be the opportunity of a full-time position upon successful completion of the apprenticeship

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Administrative skills
• Team working

Qualifications

• Essential - GCSE - English and Maths - 4/C or above

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday - Thursday, 9:00am - 5.00pm and Friday, 9:00am - 4.30pm.

Expected Duration: 1 Year 6 Months

Training Provider: CITY OF WOLVERHAMPTON COLLEGE