Customer Service Administrator

Customer Service & Administrator

Location: Bewdley Reporting To: Order Processing & Logistics Manager Responsible For: Administration within the business Deputy To: Order Processing & Logistics Manager Salary: Up to £32,000 per year, depending on experience Working Hours: Monday to Friday, 8:30am 4:30pm (some flexibility available)

Purpose and Objectives of the Role

To act as the first point of contact for customer service and administrative duties, providing efficient and effective support across the business, while ensuring all processes and procedures are followed.

Main Duties and Responsibilities

Customer Service & Communication

• First point of contact for all customer queries regarding orders, liaising with dispatch to resolve issues
• Deliver excellent customer service and follow up on orders, fulfilment, and delivery queries
• Gatekeep and resolve queries preventing dispatch, escalating when necessary
• First point of contact for visitors; manage incoming calls and ensure documentation is completed
• Provide regular reporting to customers and internal stakeholders

Administration & Record Keeping

• Support all departments with administrative tasks including record keeping, file management, document control, and reconciliation
• Maintain organised electronic and physical order records
• Enter data for fulfilment records and invoicing
• Support accounts with invoice processing, credit checks, ledger management, due diligence, and opening new accounts

Operational & Process Support

• Work closely with the Order Processing & Logistics Manager to support dispatch bookings
• Manage booking systems for events and experiences, liaising with teams
• Assist senior management with implementing company objectives and directives
• Support sales department with telephone sales
• Prioritise tasks, handle post-delivery enquiries, and ensure work is completed to a high standard
• Complete any other reasonable duties and undertake training as required

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