JOB OVERVIEW

An office-based position, we are looking for a detail-oriented Customer Services Administrator to be the liaison between the production/workshop facility and our clients.
The Customer Services Administrator responsibilities include supporting the sales process with regards to order entry, coordinating with other departments, handling administrative duties and finalising shipping requirement to ultimately fulfil client purchase orders and promote customer satisfaction and retention.
The Customer Services Administrator will also handle day-to-day office operations such as inward goods receipt, liaising with the factory on internal and supplier EMT purchase orders, to ensure smooth administrative support across the team.
To be a successful Customer Services Administrator, you should have great organizational, administrative and problem-solving skills. You should also possess strong communication, interpersonal and customer service skills.

CRITICAL SKILLS AND REQUIREMENTS

• Minimum 5 years of experience in an office administration role within a sales, equipment service, technical or product related industry
• Strong experienced communicator and organiser who is capable of working proactively to ensure operational efficiency and client satisfaction
• Computer and MS Office literate with strong capabilities in Word, Outlook, PowerPoint and Excel specifically.
• Experience using other business software such as accounting packages (Sage, Quickbooks etc) will be advantageous.
• High level of attention to detail and accuracy with a well organised, self-motivated, and positive attitude
• Ability to work with a structured & methodological approach, but at ease in dynamic, changing environment with multiple inputs.

DESIRED SKILLS AND REQUIREMENTS

• Experience in US book keeping/ basic accounting practises.
• Experience working with planning deliveries and working with couriers such as UPS, DHL Etc.

The role, Duties & Activities:

• Managing and collating job related documentation within company SharePoint system
• Updating client contact and marketing details within company CRM
• Preparing quotations for both service-related and capital product business, issuing annual calibration and warranty expiration reminders
• Manage incoming customer calls, emails and enquiries to capture requirements, work with the Sales & Technical team to satisfy customer requirements
• Conduct background research to qualify leads and input information into the CRM to build database
• Work with the sales and product team to provide an effective and positive customer experience across the entire customer journey
• Support partners, providing timely information, training, and support to develop high value, long-term partnerships
• Ensure an efficient transfer of order information for effective production planning and customer fulfilment
• Prepare draft quotations & offerings for clients within company management system
• Update clients and sales partners with up-to-date information as jobs progress
• Provide administrative assistance to accounts team such as purchase orders and invoices in line with Finance department guidelines
• Maintain and update company CRM and operating system
• Maintain ISO9001 certification and ensure Technical Services related process are maintained and within scope.
• Coordinate schedules, meetings, and communications within the company.
• Maintain and organise office supplies, equipment, and general office upkeep.
• Coordinate internal and external meetings and assist with planning and arranging events, including organising catering when requested
• Manage meet and greet areas and assist all office visitors
• Developing and maintaining filing systems so as to maintain sales records, prepare reports and provide financial information to finance department.
• Any other company support as required.