Customer Service Representative

Date Added 25.11.2016

Duties & Responsibilities – Specific
Customer Order Processing
  • Receive and process orders into the computer system.
  • Contact customers to correct any price / quantity discrepancies and to augment orders wherever possible.
  • Fax confirmations and any other relevant documentation to customers.
  • Check stock levels where appropriate.
  • Liaise with production and despatch departments where appropriate.
Customer Service
  • Become conversant with individual customers on your area.
  • Contact and welcome any new customers.
  • Receive and deal with enquiries from customers, contractors, specifiers and general public by telephone, email and fax.
  • Advise enquirers regarding their nearest stockist.
  • Effectively resolve any customer complaints including short deliveries, missing items, breakages etc
  • Liaise with customers and carriers regarding proofs of delivery.
  • Provide technical and installation information to enquirers.
  • Provide pricing information to customers.
  • Maintain effective relationships with Manthorpe house accounts.
Estimates and Quotes
  • Produce cavity tray schedules required by customers for given installations.
  • Provide accurate cavity tray and frame former quotations for customers.
  • Administer quotations received from Area Managers.
  • Follow-up all quotations issued.
Area Managers / Senior Management
  • Liaise with Area Managers over customers’ orders, enquiries etc.
  • Provide administrative support when required.
  • Organise samples as required.
  • Accompany Area Managers on planned customer visits.
  • Provide bespoke reports for senior management as required.
  • Create appointments for Area Managers.
Telephone Sales
  • Carry out planned telephone sales campaigns as developed and devised by Marketing Manager.
  • Record all subsequent activity using the CRM/AX system.
  • Carry out customer calls on behalf of Area Managers.
  • Carry out non-spend and other defined call programmes.
  • Provide accurate written reports on telephone sales activity as required. 
  • File all documents and orders and archive when necessary.
  • Carry out a quarterly customer satisfaction survey.
  • Franking the post.
  • Effectively deal with any enquiries received through Manthorpe website.
  • Maintain literature and stationary stocks.
  • Take responsibility for keeping the office tidy and emptying the bins.
  • Undertake planned product and sales training to a required standard as agreed with Customer Services Manager.
  • Ensure a complete understanding of the company IT system, administration processes
Duties and Responsibilities – General
  • Carry out any other reasonable duties and responsibilities within the overall sales administration function, commensurate with the level and grade of the role.
  • Establish and maintain effective working relationships with co-workers, and managers.
  • Contribute to the company’s quality standards and the general work environment. This will include the identification and recommendation of improved methods of working to aid everyone in the organisation.
  • Maintain regular, consistent and professional attendance, punctuality, personal appearance and adhere to relevant health and safety procedures.
Qualifications and experience
  • GCSE grade C or above (or equivalent) in Maths and English
  • Customer Service experience in a Call Centre environment
  • Experience of working in Manufacturing and/or Building Construction Sectors
  • Good IT Skills including MS Office applications
  • Good communication skills

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Customer Service Representative

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