Customer Account Administrator

Location: Finchampstead

Reports to: Customer Support Team Leader

Departmental Function

Managing Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.

Acting as the key interface between Customers and Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.

The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including AWB Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer.

Managing the service delivery of company Internal Support Departments (Tech Services, Sourcing, MIS and Finance) and ensuring Customer requirements are responded to in a timely and efficient manner.

Development and presentation of Customer Performance Reports and representation of company during Customer Program Reviews.

Supporting the Sales and Business Development Team during the implementation of new Customer Programs.

The continuous review of company processes and procedures and Customer interactions to ensure that both internal efficiencies and Customer satisfaction are maximised.

Essential Duties & Responsibilities

Support the Customer Support Managers in handling the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.

Work alongside the Customer Support Managers to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.

Accurate and timely processing of incoming Supplier Quotations in-line with Customer KPIs.

Update and maintain Inbound and Outbound information ensuring all information is complete and accurate.

Support the Customer Support Managers in the processing of Customer RO Data, Status Lists and Customer Queries in line with Customer KPIs.

Support the control and management of the Customer Mailbox - responding to all Customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer’s evolving needs.

Candidate Profile:

Ability to quickly and accurately transpose data with excellent attention to detail.

Experience using Outlook & Excel (or other similar packages).

Strong time management and organisational skills and ability to co-ordinate workload under pressure.

Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships.

Good communicator and strong interpersonal skills.

Able to address immediate customer and team needs in the context of overall company strategy.

Good practical problem solving skills and the ability to make decisions when required or appropriate.

Have an understanding of Information Security practices and is able to attain and maintain competency in those as prescribed by company policies.

Ability to handle all personal data (whether that be of your employees, colleagues or your own) in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance.

Business Acumen

Building Partnerships

Managing Relationships

Adaptability

Continuous Learning

Building Confidence & Integrity