Customer Support Administrator

Position: Customer Support Administrator

Reporting to: Customer Support Manager

Permanent

Location Banbury

This individual will follow the direction from Customer Support Manager they will provide instructions and guidance to the Customer Service team members. They will be professional, pro-active, and personable to all internal and external customers. This role requires flexibility, initiative, and resilience to the pressure of balancing workload and time scales. Acting as the central hub for the business, providing administrative support to both the sales and serviced teams and customers directly.

The individual must have an eye for detail with a desire to improve processes and efficiency.

· Ensure quotations, PO receipt/Order Entry/RMA /Delivery tasks are carried out in a timely manner with excellent attention to detail.

· Responding to sales/Service enquiries via telephone/email.

· Manage and arrange the Service Engineers job timetable, by location and customer demand.

· Responsible for all UK and overseas Service visits, booking fights, hotels, parking, hire car, transfers etc.

· Manage the Service filing system (to include archiving when necessary).

· Manage the creation of all Training & Machine manual.

· Create and assist in raising quotations for spare parts/service/Training.

· Dealing with customer complaints and escalation.

· Adhere to the validation process from contacting customer, raising visits to sending out correct Validation and SME certificates.

· Adhere to the Service Call process for all outbound jobs from completion → Shipping → invoicing.

· Adhere to the Spare parts and machines process from customer query, to quotation, ordering of goods and invoicing.

Adhere to the Returns process from customer query, to booking in and liaising with other departments to a satisfactory completion.

Dealing directly with Distributor/OEM Day to day enquiries, establishing solid working relationships.

Personal attributes - the jobholder will need to demonstrate:

· Pro-activity and initiative (including the ability to anticipate and resolve potential problems and challenges).

· Confidentiality and integrity.

· Flexibility and the ability to respond well to change and pressure (calm and unflappable!).

· Ability to positively influence and build effective relationships.

· A personable approach with a good telephone and communication skills.

· Self-motivation and energy.

· Strong planning and organisation skills.

· A meticulous approach and a high level of accuracy, demonstrating strong attention to detail.

· Excellent communication skills.

· Customer Focus.

· People management skills.

Specific Skills

· Proficient Microsoft Word, Excel essential.

· Outlook Email or similar system.

· Proficient of SAP system essential.

Working Hours and Benefits

· Working Monday to Friday, 8.45am to 4.45pm

· 25 days annual leave plus bank holidays

· Company Pension (you 5% / Fortress 3%)

· Eyecare scheme

· Cycle to work scheme

· Fortress Hub – giving employees access to discount vouchers for high street stores, entertainment, holidays, and gym memberships

· Employee Assistance Program, which provides weekly information and webinars, and gives access to confidential, independent, and impartial support for all employees

· Training – full induction, and provision of ongoing training relevant to job role

· Opportunities for career development via a development plan

Job Types: Full-time, Permanent

Pay: £26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Store discount

Experience:

• customer service: 2 years (preferred)

Work Location: In person