Customer Service Administrator

Confidential; Shildon; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Immediate start date

Permanent after 12 weeks

Competitive salary

Mon-Fri 9am-5pm

Friendly environment

Easily accessible offices

Job summary

MTrec Commercial is seeking a Customer Service Administrator to join the customer services team. You will ensure access and supply of products with high service standards and be the primary liaison for customer-facing operations, delivering a seamless and efficient experience.

Responsibilities include order processing, issue resolution, documentation, KPI analysis, and cross-functional collaboration with sales, operations, finance and IT.

Qualifications

• Experience with data entry and order processing.
• Strong communication and problem-solving skills.
• Comfortable in a fast-paced environment and detail-oriented.

Responsibilities

• Data processing: receive, process, and manage customer orders with accuracy.
• Liaise with Warehouse, Planning, Quality Lab to ensure on-time deliveries.
• Investigate and resolve customer complaints or issues.
• Maintain comprehensive records of interactions and resolutions.
• Monitor order status and support KPI tracking (OTD, etc.).
• Collaborate cross-functionally with sales, operations, finance, IT.
• Provide invoicing/billing support and clarify documentation as needed.
• Conduct quality checks on data and processes; support continuous improvement.
• Assist with training and basic presentations to staff.

Skills

Data entry

Customer service

Communication

Tools

MS Office

Job description

Rewards & Benefits on Offer

• Immediate start date available
• Permanent opportunity after successful 12 weeks
• Competitive salary
• Monday - Friday working hours
• Friendly and supportive working environment
• Easily accessible offices

Working Hours

• Monday - Friday 9am - 5pm

The Company you will be working with

MTrec Commercial are proudly representing our prestigious client on their search to appoint an experienced Customer Service Administrator to join their customer services team. This pivotal role requires strong focus on ensuring access and supply of our products with a high service standard.

For a customer portfolio, you will be the key actor of all customer-facing operations, ensuring that every interaction is seamless, efficient and customer centric.

The Role you will be doing

• Data processing: Receive, process, and manage customer orders accurately and efficiently, including order entry, verification, and confirmation.
• Internal/External Communication: Assist and provide accurate information to customers regarding products, services, pricing, policies, and procedures, addressing any questions or uncertainties to ensure clarity and understanding. Liaise regularly with Warehouse, Planning, Quality Lab and any other relevant departments to ensure on time deliveries.
• Issue Resolution: Investigate and resolve customer complaints or issues effectively, employing problem-solving skills, empathy, and diplomacy to achieve satisfactory outcomes and maintain positive customer relationships.
• Documentation and Recordkeeping: Maintain comprehensive and organized records of customer interactions, transactions, inquiries, and resolutions using designated systems, ensuring data accuracy, confidentiality, and compliance with privacy regulations.
• Order Processing: Monitor the status of orders throughout the fulfillment process, liaising with relevant departments to ensure orders reach customers within specified timeframes. Consolidate, monitor and analyse any KPI's (such as On Time Delivery, etc )
• Process Improvement: Analyze feedback from customers regarding their experiences, preferences, and suggestions, actively listening and taking part of continuous improvement and service enhancement. Take an active part in any process improvments or in creating/updating process documentation as needed.
• Cross-functional Collaboration: Collaborate effectively with internal departments such as sales, operations, finance and IT to address customer needs, resolve issues, and facilitate seamless communication and workflow.
• Invoice & Billing Support: Support any statements or documents clarification upon customer request. Analyse and solve any discrepencies to support orders, terms, and pricing agreements.
• Quality Assurance: Conduct quality checks documents and data entries to identify errors, discrepancies, or irregularities, and take corrective actions to resolve issues and prevent recurrence.
• Training and Development: Take training courses to enhance the skills, knowledge, and performance of front office staff, fostering a culture of continuous learning and improvement.
• Presentation Skills: Ability to present a business subject with the needed structure or related tools (MS Office), to internal employees or customers.
• Perform any other duties deemed relevant to the position

About You

• Resilient, adaptable and results driven
• Able to learn new activities or business (incl. basic technical or industrial data)
• Comfortable operating in a fast-paced environment, ability to prioritise.
• Good communication with ability to convey information professionally to diverse audiences
• Customer-first mindset, both internally and externally
• Strong interpersonal skills, including empathy, patience, and tact
• Drive change, work on own initiative
• Promote teamwork
• Keen attention to detail