Customer Experience - Systems Administrator

The Role

We have an exciting opportunity for an experienced Commercial Administrator to join our growing Customer Experience team, supporting commercial, aftersales and service activities. The Commercial Administrator will provide excellent administrative support to the business, assisting with all aspects of customers enquiries.

• Provide administrative support across the Customer Experience function, contributing to the efficient day-to-day operation of the department.
• Provide direct customer support through telephone and email communications, managing enquiries from initial contact through to the preparation of proposals for FORDS products and support services.
• Deliver a responsive, professional and customer-focused service, ensuring all interactions with customers and agents are accurate, informative and reflect the FORDS brand.
• Work with customers to understand their requirements and gather the information needed to prepare accurate quotations for spare parts, refurbishments and industrial equipment.
• Work closely with the Service team to ensure the availability of critical spare parts and equipment.
• Collaborate with internal departments to obtain pricing, lead times and technical information for components, service support and equipment.
• Process orders and enquiries using a dedicated Epicor ERP system including the issue of corresponding order acknowledgements, invoices, and corresponding dispatch notes.
• Support the Logistics department with processing the shipping of goods, IPR import and export control.
• Undertake any other duties reasonably requested that are commensurate with the responsibilities and level of the role.

Act as an Epicor superuser for the Customer Experience team providing day-to-day support and guidance in Epicor to the team.

Maintain system data integrity and champion best-practice usage.

Drive continuous improvement of commercial processes and system utilisation in Epicor.

Identify opportunities to improve efficiency, data quality, and reporting through better use of Epicor.

Troubleshoot system issues and work with IT to resolve escalated problems.

Develop and maintain user guides, process documentation, and training materials.

Deliver training and onboarding for new and existing users.

Participate in Epicor upgrades, testing, and implementation projects.

Support the development of dashboards, workflows, reports, and automated processes.

• Previous extensive experience using Epicor Kinetic
• Proven administrative experience in a busy commercial/aftersales setting
• Experience with CRM systems (Salesforce an advantage)
• Commercial acumen and knowledge of various international payment methods.
• Strong Microsoft office skills
• Strong communication and stakeholder management skills.

• Highly organised and detail oriented.
• Collaborative and able to build strong working relationships across departments.
• Proactive and self-motivated.
• Takes ownership and accountability.
• Curious and continually looking for better ways of working.

• ompetitive
• Discretionary bonus
• Early Friday finish - 37 hour working week (Monday to Thursday 8.00am - 4.30pm, Friday 8.00am - 1.00pm)
• 25 days holiday + bank holidays
• Company life insurance x 6 times
• Pension 5%
• Income protection after 3 years' service
• Access to Independent Financial Adviser
• Office based - at our newly refurbished site in Kempston, Bedfordshire.

FORDS is an award‑winning design and manufacturing business and world leader in packaging innovation and technology. We design and develop unique foil closures, and build cutting edge machinery that delivers, applies, and seals them to all manner of products. For a century Fords has built a trusted reputation for providing innovative and creative sealing solutions to the biggest brands in the food, beverage, pharmaceutical and personal care industries.