CLIENT SERVICES ADMINISTRATOR- OFFICE BASED

At Rawlings Group, we are more than just a packaging and processing company; we are innovators and creators, constantly finding better ways to serve our clients and bring their premium brands to life. Rawlings is committed to driving positive change and improving sustainability in packaging in the UK.
Our dedication to our core values and our collaborative partnership with our clients sets us apart in the industry. We have achieved rapid growth through both organic expansion and strategic acquisitions, making us a leader in our field.

POSITION OVERVIEW:

As a Client Services Administrator, you will play a critical role in ensuring our clients receive first class service and support. You will join a small team of client service advisors/administrators with a passion for delivering outstanding service.

PERSON REQUIREMENTS:

• Previous experience in a client services or customer support role.
• Strong communication skills, both written and verbal.
• High attention to detail and accuracy.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency in using CRM systems and standard office software (eg Microsoft Office Suite).
• A proactive and solutions-oriented mindset.
• Excellent problem-solving skills and the ability to take ownership of issues.
• Aligned with our values of one team, building relationships, spotting opportunities, and finding a better way.

• Deliver excellent customer service by ensuring accurate and timely order placement, addressing inquiries, managing logistics, and maintaining communication throughout the order process.
• Ensure client confidence in product delivery timing and accuracy by adhering to established client service processes and best practices.
• Act as the primary point of contact for clients, promptly addressing calls and emails, proactively resolving queries, and taking ownership of errors or issues for timely resolution or escalation.
• Manage payment processing, client orders, cancellations, and refunds accurately, updating client records with necessary information while minimising errors.
• Efficiently handle key account clients’ orders and inquiries to ensure client satisfaction.
• Demonstrate active listening skills, assess client needs, and promote company products/services, including generating quotes or forwarding leads to the sales team.