Customer Support Administrator

Customer Support Administrator

Initially 12-month FTC – possibility of permanent

Location: Swinton – Hybrid Working

Commutable from Manchester, Salford, Bolton, Trafford Park

£27,000 - £29,000 plus excellent benefits

Due to continued growth, my client, a supplier of consumables to the retail industry has an excellent opportunity for Customer Support Administrator to join their team in Swinton, Greater Manchester. This role is initially offered on a 12-month fixed term contract with the possibility of permanent employment.

Job Purpose

To support the customer experience team by delivering service excellence in your role ensuring your allocated customers are receiving a service level that meets and exceeds their contractual requirements. To be proactive in approach ensuring head office queries, reports and order books are managed effectively to prevent customer impact and maximise sales, as well as providing a level of administrative support to your allocated customer experience team.

Key Accountabilities

To provide a value-add experience to your allocated customers.

To maintain the customer order platform, optimised to ensure smooth order placement.

To review the order book and ensure that all orders and lines are in a position to be passed to the operations teams to process and manage.

To manage, own and communicate all changes to the customer catalogue.

Brilliant Basics

Query Management – To support escalations from the customer experience helpdesk through to resolution.

Stock Availability – Work closely with Supply Chain to maximise availability, challenging with the customer on forecasting or usage variation to ensure stock optimisation and reduce excess stock.

Catalogue Management – To manage, own and communicate all changes to the customer catalogue (delists, new products, category changes etc.).

Slow Moving & Obsolete – To collate all SLOB reporting for internal and external use, setting clear next steps with owners and timings to drive progress.

Weekly Customer Business Review Meeting – To attend the weekly meeting as the representative voice of your customer(s) as appropriate to drive meaningful actions and accountability across wider teams.

Customer Order Platform – To manage the customer order platform to ensure accuracy of range, pricing and view. Optimised to enhance end user experience.

Customer Reports – To create accurate and insightful reporting for the customer or customer experience team as requested. To be shared as scheduled.

KPI Pack Data – To collate the appropriate data sets to support the customer experience team with meaningful insight on customer performance.

Order Book – To review the order book and ensure that all orders and lines are in a position to be passed to the operations teams to process and manage.

Experience Required

Proven track record of delivering service in a fast-paced environment.

Experience of working to tight deadlines and managing a high volume of activity.

Strong analytical skills and advanced Excel skills.

Strong attention to detail with a drive for service excellence

Excellent Customer Service skills

Apply online or for further information please contact one of our specialist consultants quoting reference number: NJR17012