Customer Service & Order Coordination Specialist

Position Summary

As part of a fast-paced Inside Sales department the Inside Sales Administrator will serve as the key contact point for distributors and area sales managers and is responsible for coordinating all aspects of customer service including order processing, quotation generation & follow up, delivery checks, technical enquiries and order expediting and delivering a world class level customer service to all internal and external customers.

• Dealing with incoming telephone and email enquiries from Customers (both internal and external) promptly, efficiently and effectively, including but not limited to information/queries on stock availability, existing orders and new enquiries
• Accurately inputting customer orders into QAD; providing pricing and quotations.
• Accepting and assuming responsibility for processing customer concerns using the company’s Customer Concerns Software, including, but not limited to, delivery, pricing and invoicing - putting the customer front and centre.
• Using the company’s QAD system and generated reports, proactively maintaining and managing key customer order books to ensure projected sales are reviewed and updated.
• Using the defined channels for progressing improved due dates for specific order lines, expediting orders with our Supply Chain and our Value Streams/Planners.
• Liaising with our shipping departments to arrange airfreight/DHL carrier shipments if requested by customer or external sales teams and agreed by the business in advance.
• Assisting our Finance team in their efforts to reduce the number of outstanding invoices held by customers and waiting for discrepancy resolution.
• Utilising CBS to continuously improve processes and efficiency.
• Using the defined channels ensuring that any leads on new projects or customer requirements are raised at the appropriate level or actioned as appropriate.
• Completing ad hoc tasks and providing administrative support as required.

• Dealing with incoming telephone and email enquiries from Customers (both internal and external) promptly, efficiently and effectively, including but not limited to information/queries on stock availability, existing orders and new enquiries
• Accurately inputting customer orders into QAD; providing pricing and quotations.
• Accepting and assuming responsibility for processing customer concerns using the company’s Customer Concerns Software, including, but not limited to, delivery, pricing and invoicing - putting the customer front and centre.
• Using the company’s QAD system and generated reports, proactively maintaining and managing key customer order books to ensure projected sales are reviewed and updated.
• Using the defined channels for progressing improved due dates for specific order lines, expediting orders with our Supply Chain and our Value Streams/Planners.
• Liaising with our shipping departments to arrange airfreight/DHL carrier shipments if requested by customer or external sales teams and agreed by the business in advance.
• Assisting our Finance team in their efforts to reduce the number of outstanding invoices held by customers and waiting for discrepancy resolution.
• Utilising CBS to continuously improve processes and efficiency.
• Using the defined channels ensuring that any leads on new projects or customer requirements are raised at the appropriate level or actioned as appropriate.
• Completing ad hoc tasks and providing administrative support as required.

• Excellent customer service ethos developed by working in a customer service industry, with experience dealing with demanding customers. A genuine interest in the customer’s journey from quote to delivery of product.
• Confident in demonstrating outstanding…