HomeNewsNewsletterSitemap
Print-friendly version
Home Page > Lastest Opportunities > Customer Service Officer-Avonmouth

Customer Service Officer-Avonmouth

Job Reference: 6597
Date Created: 11 Nov 2008
Salary: £15,000 + bonuses
Special requirements: Previous customer service experience essential
Brief Job Description: Providing Customer services, increasing sales, and providing all Support to your market customers from within the Sales Office, whilst working with your external team member to develop sales and service to your market customers
Description

My Client is looking for a person to work within the Customer service department. The person would ideally:

Have experience in a customer service environment.
Have good computer knowledge, and experience with the following PC Programs: Excel & Word 
A working experience of a contact database system, would be an advantage, but training will be given on our SuperOffice database
Be friendly and to have worked in a customer service
Be able to work under pressure accurately, and be able to work to deadlines.
Be able to work under own direction, ones training etc was completed.
Have a technical aptitude – product training will be given.
Be a proactive
The attached Job description gives a brief overview of the tasks and standards of performance within the job role.
The correct applicant would work within a friendly busy customer service office with 3 other people.
The applicant would receive a basic Salary, together with monthly objective bonuses if  completed successfully. Other remuneration items would include Private Health insurance, Company Personal Pension, and Sales Growth bonus; these would be available once probation period is completed.
KEY RESPONSIBILITIES:

COMPANY

1. Providing Customer services,  increasing sales, and providing all  Support to your market customers from within the Sales Office, whilst working with your external team member to develop sales and service to your market customers
MISSION
2. The promotion and achievement of the company’s mission in every respect.      
CUSTOMER/PRODUCTS
 
3. To service all customers to the best of your ability as and when required. To continually improve on your customer, market and product  knowledge.
Customer Service


Key Tasks - Development of Main Task List
1. Customer Service
Providing the highest level of customer service at all times and continually looking for ways to improve our service and relationships. Providing technical support to internal staff and customers as required.
2. Communication
Ensuring good communication’s  with  customers are the highest priority. And links are maintained between the Sales office, team member, Warehouse and the rest of the company.
3. Technical  & part number Assistance
Responsible for providing technical  & part number assistance your customers to the best of your ability
4. Self Development
Responsible for developing and maintaining good, healthy and positive attitudes whilst improving knowledge and skills.
5. Organisation
Responsible for maximising the organisation of daily tasks
6. Internal Meetings
Required to attend and play an active role in all internal sales meetings. May also be required to lead a topic, and or provide training during or before meetings.
7. Customer service, Sales & Telemarketing
Required to promote the company via telemarketing to your market accounts and potential new market  accounts.

STANDARDS OF PERFORMANCE

1. Customer Service 
    Responsible for ensuring the highest level of customer service at all times and     continually looking for ways to improve our service and relationships.
    STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a) All customer requirements are responded to in a prompt and professional manner.
b) Quotations are responded to within 2 working hours and copied to the appropriate sales engineer.
c) Daily postal/fax/phone orders are processed within 2 working hours.
d) If orders are received before 3.00pm and if all items are ex stock, then, shipment should be on the same day.
e) Telephones are answered within 3 rings.
f)  Healthy customer relations are maintained.
g) Your individual business transactions are accessed and checked at least five times per working day.
h) Any Web/EDI quotations or Orders are processed within 1 hour of receiving.
           
2. Communication
Ensuring good communication’s with customers are the highest priority. And links are maintained between the Sales office, Market Teams, warehouse and the rest of the company.
STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a) Customer requests are identified and handled ensuring action is instigated immediately and the customer is kept informed of any action taken and results obtained. Any areas of concern are brought to management’s attention.
b) All communication with customers is copied to your team member or  relevant Market team daily.
c) All communication channels with other members of staff to be kept open at all times.
d) Any area of concerns or training requirements be brought to management’s attention.
e) Any targets that are not attainable are brought to the Office Managers attention.
f)  All salesman’s post leaves Bristol Fluid System Technology, First class post daily.
3.  Technical  & Part number Assistance
Responsible for providing technical assistance to the sales office and customers as required.
     STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a)  All incoming & out going calls calls are handled promptly and to the best of your ability. With Calls requiring further assistance being passed to your “Team” member
b)  Any necessary incoming or outgoing  calls are handled on behalf of other sales staff when required.
c)  Any technical or product number  training required is highlighted.
d)  The Product configurator is used to assist in technical support.
e)  The appropriate “Team”  engineer is informed of relevant customer activity/communication.
4.  Self Development
 Responsible for developing and maintaining good, healthy and positive attitudes whilst improving knowledge and skills.
     STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a)  Personal development is made to your own and company standards.
b)  Annual appraisals and 6 monthly meetings are attended and an active part played.
c)  Any training requirement is highlighted.
d)  Objectives set during appraisals are obtained.
e)  All company policies and objectives are worked to.
5.  Organisation
Responsible for maximising the organisation of daily tasks
STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a)  Daily work is prioritised.
b)  All daily tasks are completed with maximum efficiency.
c)  Any ideas for improvement within daily tasks or company objectives are discussed with Office Manager.
6.  Internal Meetings & Team Meetings
Required to attend and play an active role in all internal sales & Team  meetings. May also be required to lead a topic, and or provide training during or before meetings.
STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN……
a)  Sales meeting are attended
b)  Weekly Team meetings are attended
c)  Any necessary preparation  is achieved
d)  An active role is played during the meeting
e)  Any presentation or training is carried out with the necessary preparation.
8.  Customer Service, Sales & Telemarketing
Required to promote the company via any method necessary to existing & possible new market accounts.
STANDARDS OF PERFORMANCE ARE ATTAINED IN THE ABOVE
            WHEN…..
a)  All marketing campaigns set are fulfilled within the set time period. These Activities are outlined in the company communication plan.
b)  All information obtained during marketing, sales or customer service  activity is entered as an activity within Superoffice
c)  All telemarketing campaign guidelines are adhered to.
d)  The Company , is promoted in a friendly, professional way to the customer.
e)  Quotes to market customers are followed up by using Pipeline Manager in Superoffice, with notes, activities, %  and future follow ups set in Superoffice.
f)   Any Ideas for the promotion of the Company is suggested to Management.
g)  Any targets that are not attainable are brought to the Office Managers attention.
Any other duties performed, or an extra duties given, must be performed within  the time scale set and to the best of your ability. Any assistance required to be advised to Office Manager immediately.
Portishead Recruitment Services Kestrel Court , Harbour Road , Portishead , Bristol, BS20 7AN, United Kingdom - Show map - Tel: 01275 390470 Email: portisheadjobs@aol.com
Copyright © Portishead Recruitment Services 2009. Web design by 7Soft.co.uk.