Customer Service Administrator

Customer Service Administrator

Job description
I Holland Limited is the most well-known producer of tablet punches and dies in the world.

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.

Job purpose:
To provide an exceptional customer service, converting opportunities into sales and supporting 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' are always worked to and in mind.

Principal duties & responsibilities
, To coordinate all activities between agents/customers and I Holland Ltd.
, To fully understand customer requests and requirements, both on Tooling and PharmaCare range.
, To provide timely and accurate quotations and supporting information and correspondence to customers.
, To collate all necessary information, drawings, correspondence, etc., to ensure order 'story' is complete.
, To enter quotes and orders accurately into the computer system.
, To facilitate all customer samples/drawings.
, To administer and archive all relevant information according to procedure.
, To provide ongoing and helpful support to all customers, being proactive and advising, where necessary, of any problems.
, To log concerns raised as a Case within the CRM system, including all necessary details for the team to evaluate.
, To assist with cover for reception when required.
, To support colleagues by sharing workload when appropriate or requested to do so.
, To adhere to all policies and procedures, particularly the ‘Contract Review'.
, To work within all Health and Safety, environmental and other company regulations.
, To attend meetings as and when required with a proactive approach.

Key performance indicators in line with core values
, 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 with the goal of reducing cost and improving performance.

Generates and implements multiple beneficial new ideas.
, Honesty & integrity: Communications with stakeholders are proactive, professional, and always conducted in a positive way.

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.

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.

Key Performance Indicators:
, High responsiveness to customer requests.

Quotations and sales orders are entered in a timely manner with no mistakes.

Sense over ownership of the process.
, Communications with customers are proactive, professional, and always conducted in a positive way.
, Customer files, customer cards and market instructions are complete and maintained.
, Accounts records in Navision and the CRM system are clear, concise, and complete in accordance with internal policies.
, Attendance to training sessions to be able 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 new recruits to the department

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.

Job Type: Full-time - Hybrid

Pay: £24,804.00-£25,759.50 per year depending on experience

Benefits:
, PRP - Profit-related pay
, Company pension
, Cycle to work scheme
, Employee discount
, Free flu jabs
, Free parking
, On-site parking
, Referral programme
, Store discount
, Work from home

Schedule:
, Flexitime
, Monday to Friday
, 3 days in the office & 2 Days WFH (once fully trained)

Experience:
, Administrative: 2 years (required)
, CRM software: 1 year (required)

Work Location: Long Eaton, Nottingham NG10 2GD

Click 'Apply' to forward your CV.