Customer Service Account Administrator Apprentice
- Recruiter
- Apprenticeship Team, Northbrook College, Sussex
- Location
- East Grinstead
- Salary
- 307.69 GBP Weekly
- Posted
- 16 Sep 2017
- Closes
- 28 Sep 2017
- Sectors
- Admin, Secretarial & PA
- Contract Type
- Permanent
- Hours
- Full Time
Job Summary:
Learning every aspect of the Customer Service administration function to help support the service provided for named accounts by Key Account Executives/Managers. Assist with the coordination and provision of the documentation required by both the ILG operations team and the customer contact as appropriate. Exceptional customer focus and a professional approach must be consistent to both external and internal customers. Proactively look for process improvements, with a methodical and consistent approach.
Job Content:
- Work alongside the Account Administrators to provide the day to day back of house administration for the specified account.
To include:
- Order file processing / client reporting / production of appropriate shipping and packing documentation
- Provide additional telephone support as required
- Assist Account Managers in the management and co-ordination of stock take and cycle counting activities to ensure the required level of service is provided to the customer
- Actively support operational change whilst effectively minimising disruption to production and service
- Assist Account Managers in maintaining and improving performance levels to ensure that all elements of the client SLA are met
- Responsible for communicating any issues/information that may impact the delivery of service
- Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of the contract
- Develop and implement processes and systems to enhance existing offerings
- Regularly report to Senior Account Managers and Customer Service Manager on named accounts to highlight exception and success rates
- Analyse and present delivery statistics ahead of client review in line with company brand guidelines
- Create all necessary documentation for named accounts whilst keeping training material up to date and valid
- Participate actively in continuous process improvement projects, seek ways to develop and maximise customer service levels
- To carry out all activities in a manner that promotes safety to self and colleagues
- Ensure all business and individual key performance indicators are met
- Contribute actively to achieving departmental service level and targets
- Undertake the Level 3 Business Administration Apprenticeship and complete the qualification within 12 months
Performance Standards:
- Order files processed in agreed manner and to the time lines specified in client SLA
- Ensure all shipping documents are produced and reconciled accurately and shipping deadlines met
- All client reports produced and submitted at agreed time frames
- All customer issues escalated appropriately and immediately
- Complaints investigated immediately
- Adherence to procedures and where they need to be put in place, development of required procedures
- Provision of adequate phone and account cover at all times
- Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
- Research and resolve both written and telephone queries, producing accurate written data where required
- Support and develop relationships with all areas of the business to communicate, understand all relevant information