LEVEL 3 CUSTOMER SERVICE SPECIALIST APPRENTICESHIP - CMT GROUP

CMT Equipment was founded in 2010, with our now comprehensive range once consisting of just a few product lines. Our team’s ambition has driven us from what was once a small equipment supplier in the South-East of England, becoming the UK’s leading independent supplier and sustainably enhancing the safety of your team.

SKILLS

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Number skills
Team working
Creative
Initiative

OTHER REQUIREMENTS

Pre-employment checks. Please be aware that upon a successful offer of employment the company completes digitalised right-to-work checks and DBS applications via an external provider - ‘Matrix Screening’. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.

InspireLP

• Efficient handling and processing of customers’ orders received by telephone, email, and quote converting via the IAMs/ASMs, including overseeing the entire order process through to delivery, to ensure full customer satisfaction.
• Making calls to customers to keep them informed of the anticipated delivery date/s of their order/s.
• Making calls to customers and assisting them with alternative product choices when a specific item is out of stock.
• Contacting customers to obtain missing information, and to answer queries.
• Maintain and update sales, and customer records.
• Communicate important feedback from customers to the relevant department internally.
• Arranging for special items, and direct deliveries to be ordered, and codes for those items to be produced.
• Assist customers with transport options, and costs, including VIP orders when required.
• Supporting the appointed IAM, and ensuring all orders received are processed daily, and customers are informed by telephone/email of the delivery date of their order/s, including any other administrative tasks, if requested.
• Check all open orders specific to your appointed IAM and keep them updated with delivery dates.
• Check the goods in system daily to review dates for incoming products, and liaise with the operations co-ordinator on specials, works orders, and to ensure you are fully up to date on sales order delivery dates.
• Support the Customer Service manager with any projects or tasks required.
• Proactively assisting the IAM’s with order processing, calling customers, and following up on emails.
• Get a full understanding on all other aspects of sales administration, customer services, manufacturing, including print, embroidery and signs, to enable you to fully support and advise, in any capacity, across the team.
• Build solid relationships with customers, and actively promote and upsell items.
• Stay up to date with new products introduced.
• Attend weekly team meetings, contributing, and possibly assisting with the production of reports.
• Completion of customer service queries (CMQ’s) through to effective resolution, including providing replacements due to damages, initiating credits, arranging returns, liaising with the warehouse on misspicks and the transport department on delivery errors.
• Managing and setting up works orders for clothing, signs and other manufacturing items.
• Scheduling the works order planner by liaising with warehouse and the wider CS team to ensure priorities are matched with resource available.