Customer Service Administrator

I Holland; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading tooling manufacturer in Nottingham is seeking a dedicated customer service representative to manage customer interactions and quotations. The successful candidate will have at least 2 years of administrative experience and proficiency in CRM software. This full-time position offers a hybrid work model with benefits including a company pension and flexible hours.

Benefits

Company pension

Cycle to work scheme

Employee discount

Flexitime

Free flu jabs

Free parking

On-site parking

Referral programme

Store discount

Work from home

Qualifications

• Minimum 2 years of administrative experience required.
• Experience with CRM software required.

Responsibilities

• Coordinate activities across agents/customers and the company.
• Provide timely and accurate quotations and correspondence.
• Maintain customer files and ensure accuracy of information.

Skills

Customer focus

Computer literacy

Attention to detail

Communication skills

Tools

CRM software

Job description

Overview

Job purpose: To provide an exceptional customer service, convert opportunities into sales and support customers through the entire 'I Holland' process. To liaise and coordinate with agents, sales staff and internal departments for both Tooling and PharmaCare Products, paying extreme attention to detail to create accurate documentation and avoid mistakes. The Companies 'Core Values' always worked to and in mind.

Responsibilities

• Coordinate all activities between agents/customers and I Holland Ltd. Fully understand customer requests and requirements for the Tooling and PharmaCare range. Provide timely and accurate quotations and supporting information and correspondence to customers. Collate all necessary information, drawings, correspondence, etc., to ensure the order "story" is complete. Enter quotes and orders accurately into the computer system. Facilitate all customer samples/drawings. Administer and archive all relevant information according to procedure. Provide ongoing and helpful support to all customers, being proactive and advising, where necessary, of any problems. Log concerns raised as a Case within the CRM system, including all necessary details for the team to evaluate. Assist with cover for reception when required. Support colleagues by sharing workload when appropriate or requested to do so. Adhere to all policies and procedures, particularly the 'Contract Review'.
• To work within all Health and Safety, environmental and other company regulations. Attend meetings as and when required with a proactive approach.

Key performance indicators

• Customer focus: High responsiveness to requests. Sense of ownership. Speed of response: Timely completion of all plans, tasks & assignments, both individual & team related. Pride in what we do: Work consistently exceeds expectations. Interacts with other departments to improve the quality of deliverables. Adheres to schedules to deliver a high-quality product. Continuous improvement: Promotion by taking the initiative to identify issues and providing solutions to reduce cost and improve performance. Generates and implements multiple beneficial new ideas. Honesty & integrity: Communications with stakeholders are proactive, professional, and always conducted positively. Extremely trustworthy and dependable. Positive attitude: Enthusiastic and can-do stance. Demonstrates a positive impact on the business despite challenging conditions. Helps others to remain positive. Compliance with all policies, procedures, and safety rules & regulations.
• Natural scope: As part of the administration team, professionalism, self-motivation, and initiative will be required at all times, as well as flexibility of hours based on workload. Supervision will be given as required.
• High responsiveness to customer requests. Quotations and sales orders are entered promptly with no mistakes. Sense of ownership of the process. Communications with customers are proactive, professional, and always conducted positively. Customer files, customer cards and market instructions are complete and maintained. Accounts records in Navision and the CRM system are clear and complete in accordance with internal policies. Attendance at training sessions to apply up-to-date knowledge of products. Accuracy of information provided (reduce customer complaints, scrap and rework due to administration). Neatness/organisation of the work areas. Quality of communication - written and verbal is clear and concise. Computer literacy. Assist with training recruits to the department

Nature and scope

As part of the administration team, professionalism, self-motivation, and initiative will be required at all times, as well as flexibility of hours based on workload. Supervision will be given as required.

Company background

I Holland Limited is the world\'s most well-known producer of tablet punches and dies. We have been in business for 75 years and are a true British industrial success. Thousands of customers in over 100 countries rely on us to supply precise tooling solutions based on our decades of experience, research, and engineering know-how.

Terms and conditions

Terms and Conditions of Employment: Please note that any offer of employment is contingent upon the following conditions: agreement to a Disclosure and Barring Service (DBS) check, References/Background & Right to Work Documentation checks. The Company may terminate employment without notice if any documentation is unsatisfactory.

Pay and benefits

Pay: From £13.13 per hour
Hours: 37.5 per week
Work Location: Hybrid remote in Nottingham NG10 2GD; 2 days a week working from home once fully trained, 3 days a week in the office.

Job Type: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Free flu jabs
• Free parking
• On-site parking
• Referral programme
• Store discount
• Work from home

Experience

• Administrative: 2 years (required)
• CRM software: 1 year (required)