CUSTOMER SERVICES ADMINISTRATOR

Location: Office based at The Dell, Chorley, PR7 6RA
Full time, permanent, 40 hours per week

ABOUT US

Kelmore Ltd is a fast-growing UK manufacturer specialising in products for the tiling and flooring industries. As a family-run business, we believe in strong values – treating our employees and customers as part of the Kelmore family with trust, care and collaboration.
Our success is built on a team of experts in every area from product development and manufacturing to customer service and technical support. Their knowledge, combined with our commitment to excellence, ensures that every solution we deliver meets the highest standards.
We operate out of our brand-new state-of-the-art manufacturing facility in Chorley, Lancashire with customers situated across the country.

REQUIREMENTS

• Minimum of two years experience in an office based customer service role.
• Three GCSE grade 5 (equivalent to C). Higher education qualifications would be advantageous.
• Ability to work under pressure and part of a team.
• Sage experience is desirable but not essential as full training will be provided.

THE PURPOSE:

The role of Customer Services Administrator requires a highly organised, detail-oriented, and motivated individual to assist with the sales ordering process and customer service function of the business.
The right person for this role will have the ability to develop excellent knowledge and understanding of our products and services, and our customer base.
Customer care, building relationships, excellent service and support are the foundations of success for Kelmore and you will be at the heart of this as part of the busy customer services team.
The role offers great opportunity and flexibility to work across a variety of tasks including the sales order process, communication, logistics and overall service to the customer.
As a key member of the Kelmore customer services team, communication and attention to detail is key. This role offers lots of opportunity to develop core skills and an in depth understanding of all areas of the customer service process and building relationships with the customer.

MAIN DUTIES:

• Work closely with the Customer Service Manager and Co-Ordinator to provide excellent service and support to customers and all stakeholders, whilst being proactive to foresee potential inefficiencies and challenges.
• Primary point of contact to customers for handling enquiries and requests via phone, email and in person in a professional manner, ensuring customer satisfaction.
• Build strong relationships and trust with customers.
• Receive and process customer orders, ensuring attention to detail and provide accurate and timely information to customers regarding availability and order status.
• Liaise with other departments such as production and accounts to ensure orders are processed on time, in full, with clear communication to colleagues and customers.
• Process customer orders on the relevant portal for our transport / logistics partners and ensure all important information, documentation and requirements are completed and communicated clearly.
• Update and maintain the customer database with accurate information to ensure customer records and files are up to date.
• Use and become competent with Sage software system for the sales order, invoice and stock control process – training will be provided.
• Collaborate with other Kelmore departments including sales, marketing, and operations to ensure smooth and efficient communication of customer needs, feedback, and suggestions to continually improve our service to customers.
• Carry out various administrative duties such as filing, data entry and document management.
• Identify opportunities for improvements in customer service processes and suggest initiatives to enhance efficiency and customer satisfaction.
• Participate in training sessions and development activities to maintain and improve product knowledge, company policies, industry trends and service to Kelmore customers.
• Receive and delegate sales and technical related correspondence received via phone and the generic company email addresses.
• Handle customer complaints in a compassionate manner and work with customers to resolve challenges and problems in a positive way to ensure customer satisfaction.
• Complete all required paperwork accurately and on time, including order and invoice related documentation.
• Ensure the workplace is clean and adheres to the house keeping standards.
• Break cover will be required to ensure the customer service department runs continuously.
• Flexibility to work cross functionally in accordance with business needs.