Customer Service Administrator

Our client based in Newgate Street is recruiting for a Customer Service Administrator to join their busy and friendly team. This is an ongoing temporary role to start as soon as possible and the hourly rate when temporary will be £11.44 per hour. The hours for this position are 8:30 am – 5:00 pm Monday – Friday.

Candidates must have their own transport due to the location of our client.

Duties:

Customer Service:

Create, maintain and support an environment where customer service can flourish.

Respond to all customer communications in a timely, efficient, courteous, and professional manner

Resolve all customer issues in a timely, efficient, and professional manner

Maintain accurate documentation and records

Maintain excellent feedback, shipment, fulfilment, and other ratings on various sales websites

Explore new business opportunities

Ensure accuracy

Orders Administration & Fulfilment:

Meet shipping deadlines

Mark orders as shipped and print two order runs per day

Address any anomalies, i.e.: oversells, books not found, condition issues, incorrect titles, shelving errors etc.

Process orders and direct sales

Answer all emails and customer queries

Process returns

Raise customer invoices

Book in courier parcels daily

Maintain spreadsheet records related to orders (direct sales, wrong items sent, etc.)

Process refunds

Generate and upload postal record and enter all tracking numbers (FedEx, USPS, UK, etc.)

Restock items

Check prices and adjusting if necessary

Check website notifications

Process Refund and Cancellation Claims

Create commercial invoices for courier shipments (if necessary)

Data entry of all information required to be inputted into a database for Order Processing and Order Fulfilment

Office Administration:

Assist the MD, and/or other non-line managers, in the day-to-day management and administration of the business

Liaise with and support the accounts department

Ensure adequate stocks of office furniture, stationery, and other supplies are relayed to your manager, and undertake appropriate actions as directed by your line manager

Make credit card payments weekly or as and when required, and maintain the credit card spreadsheet

Resolve shelving/listing errors

Upload appropriate warehouse records

Check and record Amazon performance notifications daily, take action when appropriate and inform the team of any issues that arise

Open and monitor Amazon help cases as and when Amazon issues arise. When a case is opened by another member of the team, ensure that any correspondence that is emailed to support is passed on to the appropriate person.

Monitor and appeal Amazon case, take action to ensure that if possible the defect is removed by Amazon

Follow the correct processes to find missing items for orders

As and when required, be involved in projects, to be defined and directed by your line manager

Partner Collections Customer Service (as and when required):

General support of the efficient running of the collections department, acting professionally and friendly at all times

Send out private questionnaires, and others, as and when required

Perform prescan assessments using appropriate processes and assessment spreadsheets when questionnaires are completed and sent back to us

Calculate fee bearing collection quotations and email them to customers

Create fee bearing collection invoices and maintain corresponding fee bearing spreadsheet

Respond to collection requests from new and existing customers in a timely and polite manner

Request quotes from courier companies and have a strong grasp of collection costs and charges

Ensure empty boxes, wrap, and other supplies are sent out quickly or delivered at the time of collection and an adequate level of stock maintained at our warehouse and other locations to cover demand

Ensure spreadsheets (including those pertaining to collections, agreements, and contacts) are kept up to date / keep the Collections Calendar up to date and emails are filed into the correct folders (and that new folders are created when necessary)

Competencies required for the role:

* Excellent Customer Service/Focus Skills

* Excellent Attention to Detail

* Excellent Communication and Numeracy skills - written and verbal

* Good Prioritising Skills

* Good Flexibility in Managing own Workloads

* Good Organisational Skills

* Good Team Working Skills

* Good Decision Making