Customer Service Administrator

Crane Building Services & Utilities; Ipswich; On-site; GBP 25,000 - 35,000; Full time

Job summary

Crane Building Services and Utilities is seeking an Inside Sales Administrator in Ipswich to act as the main contact for distributors and area sales managers. You will coordinate order processing, quotations, delivery checks and technical inquiries, delivering world-class service to internal and external customers.

You will input orders, provide pricing, expedite orders with Supply Chain, and assist Finance by addressing outstanding invoices while using CBS tools to improve efficiency.

Qualifications

• Excellent customer service ethos from a customer-focused role.
• Outstanding written and verbal communication skills.
• Proven experience handling customer concerns (complaints).
• Proven ability to build sound working relationships across teams.
• Experience in a lean environment is desirable.
• Knowledge of HVAC valves or sales experience in related fields is desirable.
• Experience with international customers is desirable.
• Proficient with Excel and Word.

Responsibilities

• Handle incoming telephone and email enquiries from customers promptly and effectively.
• Input customer orders into QAD; provide pricing and quotations.
• Process customer concerns using the Customer Concerns Software.
• Use QAD reports to maintain and manage key order books.
• Progress due dates with Supply Chain and Planners.
• Liaise with shipping to arrange airfreight/DHL shipments when needed.
• Assist Finance to reduce outstanding invoices and resolve discrepancies.
• Use CBS to drive process improvements.
• Raise leads on new projects or customer requirements.
• Complete ad hoc tasks and provide administrative support.

Skills

Excellent customer service

Strong communication

Customer issue resolution

Relationship building

Lean environment experience

HVAC valves knowledge (desirable)

Tools

Excel

Word

Job description

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.

Principle Responsibilities

• 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.

Qualifications/Experience/Training

• 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 communication skills, both written and verbal.
• Proven experience of dealing with customer concerns (complaints)
• Proven track record of developing sound working relationships with team members, customers and other functions within an organisation.
• Experience of working within a lean environment (desirable)
• Knowledge/experience of, or interest in, valves - specifically those associated with HVAC services incl. safety valves, or proven sales experience in a diverse selection of fields (desirable).
• Experience of working with international customers (desirable).
• Knowledge and experience of using software packages. (Excel, Word)

Personal Characteristics

• Excellent organisation skills
• Ability to work well under pressure; resilient.
• Attention to detail.
• Self-motivated; a team player with a can-do approach
• Conscientious
• Flexible
• Results driven.
• Seeks out areas for improvement.

About Us

Crane Building Services and Utilities (BS&U) is part of the Fluid Handling Division of Crane Co. founded in 1855, which is a global, multi-industry, New York Stock Exchange quoted company. We design, manufacture, package and market engineered flow control solutions for the HVAC and Utility sectors, with strong sales into key growth export markets.

The name Crane speaks of who we are, what we stand for and how our customers perceive us: A company with history and tradition, but also a company that is innovative, quality minded and one which acts with integrity and still holds to the resolution of its founder.

Crane Co. was founded on 4th July 1855 by Richard Teller Crane who made the following resolution:

"I am resolved to conduct my business in the strictest honesty and fairness; to avoid all deception and trickery; to deal fairly with both customers and competitors; to be liberal and just towards employees; and to put my whole mind upon the business."

The essence of this resolution is the business policy of Crane Co. today.

We believe that embracing inclusion and diversity is key to our success and as such we are seeking applications from candidates who will contribute their different backgrounds, cultures and experiences to our business.

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