Sales Support Assistant

Recruiter
J&L Recruitment
Location
Stoke-on-Trent
Salary
£15000 - £16000/annum
Posted
10 Jun 2017
Closes
10 Jul 2017
Sector
Retail
Contract Type
Permanent
Hours
Full Time
Language skills essential!

You will be responsible for performing all activities relation to post-sales supporting including but not limited to the following:

Provide support to Inside Sales
Provide support to other departments when needed
Proactive Expediting
Reactive Expediting
Customer Satisfaction
Place orders and follow up on any Customer Service issues
Resourcing
Proficient language skills are essential
Work with the Sales Agents to help resolve their service issues
Ensure customers are kept up to date with the status of their orders
Take incoming Sales/Service calls from customers
Respond to emails from other departments in a timely fashion
Process Internal orders placed by our US/Canada facility
Process eBay orders generated from our eBay site
Also look to promote the company values with every order
SALES SUPPORT

Provide continuous support to the Sales Team
Amend / monitor orders
Contact customers on behalf of the Sales agent
Handle cancelations & refunds
Help ensure timely delivery of goods
Help resource items to save sales orders
EXPEDITING (PROACTIVE/REACTIVE)

Expedite open orders both reactively from customer inquiries and proactively through backorder reports; contacting vendors and customers; notifying customers and updating CRM & GP as necessary
The Open Order Report must be worked on daily and turned in weekly
Update customers of the latest delivery status of their open orders
Respond to customer inquiries by phone, email, and/or fax
Respond to all customers in a timely, efficient, and professional manner
Interact with other departments within the company in order to effectively meet customer needs
CUSTOMER SATISFACTION

Ensure a high degree of customer satisfaction by responding promptly, professionally and efficiently to all customer related requests
Research/communicate/report/resolve/archive as requested all customer and/or employee questions/comments and issues using Radwell systems (Internet, CRM, PlcTrack, GP, Phone, Email, Fax, etc)
Maintain organised outlook folders and manage inbox (keep inbox empty); save records of all customer related conversations/communications in Inbox-sub-folders named by a standard main-category (such as: expedites, vendor responses, customer responses, faxes, etc) and archived monthly
Use customer/employee feedback and research/testing to suggest corrections and/or improvements within customer related the company systems (including phones, faxes, websites, directions, copy, links, forms, communications, etc).
Document and assist on special projects as requested (phone surveys, order-audits, training, copy-writing, troubleshooting, testing, etc)
Report any/all customer complaint's needing manager resolution to Customer Service Manager for follow up/closure
METRICS

The department average is 5 proactive calls per hour. You will also be taking reactive expedite requests (phone/email/fax) during this time. You must be able to meet the department needs.
The Open Order Report must be worked on daily and turned in every Friday by 3:00pm
Respond to all customers in a timely, efficient, and professional manner.
Duties may be modified from time to time. Other duties, tasks and work may be assigned

KNOWLEDGE & SKILLS REQUIRED

Strong computer proficiency and ability to learn new software quickly

Typing proficiency

Strong problem solving skills

Strong organizational skills

Excellent attention to detail

Excellent written and verbal communications

Good time management skills

Must be able to multi-task

Ability to work at fast pace

Work well in a team environment.

Ability to maintain confidential information

EDUCATION & EXPERIENCE

Associates degree or HS diploma, Bachelors’ degree a plus

One to Three years related customer service experience and/or training

SALARY

Potential uplift for a candidate that is fluent in more than one language