Customer Service Administrator

Crane Building Services & Utilities; Ipswich; On-site; GBP 26,000 - 34,000; Full time

Job summary

A leading fluid handling solutions provider is seeking two Inside Sales Administrators to join their team in Ipswich. The role involves handling customer inquiries, processing orders using the QAD system, managing customer concerns, and ensuring a high level of customer service. Successful candidates will have a strong customer service background with technical product knowledge and excellent time management skills. This full-time position is essential for supporting various operational aspects and enhancing customer satisfaction.

Qualifications

• Strong background in customer service role, ideally with a technical product.
• Ability to work independently and take initiative.
• Excellent time management and prioritization skills.

Responsibilities

• Handle telephone and email inquiries from customers efficiently.
• Input customer orders accurately into QAD system.
• Process customer concerns regarding delivery and pricing.
• Maintain and manage key customer order books proactively.
• Liaise with shipping departments for order arrangements.
• Coordinate airfreight/DHL shipments with shipping departments when required.
• Assist Finance to reduce outstanding invoices and resolve discrepancies.
• Raise leads on new projects or customer requirements as appropriate.

Skills

Customer service experience

Technical product knowledge

Time management

Prioritization skills

Proactive communication

Tools

QAD system

Job description

We are seeking to recruit two Inside Sales Administrators to join our Ipswich team. Reporting to the Customer Service Supervisor, the Inside Sales Administrator serves 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.

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.
• Using the defined channels ensuring that any leads on new projects or customer requirements are raised at the appropriate level or actioned as appropriate.

Qualifications & Attributes

The successful candidates will have a strong background in customer service role, ideally with a technical product and be able to work using their own initiative with excellent time management and prioritisation skills. High levels of drive in combination with a passion for delivering excellent customer service are essential for the successful delivery of these roles.

Inclusion Statement

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.

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.

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.

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Civil Engineering, HVAC and Refrigeration Equipment Manufacturing, and Manufacturing