Customer Service Account Administrator Apprentice

East Grinstead, West Sussex
£307.69 per week
15 Sep 2017
13 Oct 2017
Contract Type
Full Time

Job Summary:

Learning every aspect of the Customer Service administration function to help support the service provided for named accounts by Key Account Executives/Managers.  Assist with the coordination and provision of the documentation required by both the ILG operations team and the customer contact as appropriate.  Exceptional customer focus and a professional approach must be consistent to both external and internal customers.  Proactively look for process improvements, with a methodical and consistent approach. 

Job Content:

  • Work alongside the Account Administrators to provide the day to day back of house administration for the specified account.

To include:

  • Order file processing / client reporting / production of appropriate shipping and packing documentation
  • Provide additional telephone support as required
  • Assist Account Managers in the management and co-ordination of stock take and cycle counting activities to ensure the required level of service is provided to the customer
  • Actively support operational change whilst effectively minimising disruption to production and service
  • Assist Account Managers in maintaining and improving performance levels to ensure that all elements of the client SLA are met
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of the contract
  • Develop and implement processes and systems to enhance existing offerings
  • Regularly report to Senior Account Managers and Customer Service Manager on named accounts to highlight exception and success rates
  • Analyse and present delivery statistics ahead of client review in line with company brand guidelines
  • Create all necessary documentation for named accounts whilst keeping training material up to date and valid
  • Participate actively in continuous process improvement projects, seek ways to develop and maximise customer service levels
  • To carry out all activities in a manner that promotes safety to self and colleagues
  • Ensure all business and individual key performance indicators are met
  • Contribute actively to achieving departmental service level and targets
  • Undertake the Level 3 Business Administration Apprenticeship and complete the qualification within 12 months 

Performance Standards:

  • Order files processed in agreed manner and to the time lines specified in client SLA
  • Ensure all shipping documents are produced and reconciled accurately and shipping deadlines met
  • All client reports produced and submitted at agreed time frames
  • All customer issues escalated appropriately and immediately
  • Complaints investigated immediately
  • Adherence to procedures and where they need to be put in place, development of required procedures
  • Provision of adequate phone and account cover at all times
  • Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
  • Research and resolve both written and telephone queries, producing accurate written data where required
  • Support and develop relationships with all areas of the business to communicate, understand all relevant information

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