Customer Support Administrator

  • Functional area: Customer Service
  • Country of service: United Kingdom
  • Company name: Atlas Copco Ltd
  • Last date to apply: February 22, 2019

Job description

The role consists of the processing of incoming and outgoing tools for repair, quotations, orders and sales invoices for the service business line. The successful candidate will need to have a; Flexible approach to tasks, an eye for detail, proactive to achieve low turnaround time of repaired tools and high customer satisfaction, have a drive to provide excellent customer service to all service stakeholders, understand the importance for standardised procedures and have a desire to identify and implement process improvements. You will be part of a dedicated and high achieving customer support team that actively support our sales team and customers. We are striving for exceptional customer care. Additional requirements involve handling calls from our sales team and customers along with various general sales office duties. This is a demanding role where applicants must be organised and accurate in their work, whilst able to meet tight daily deadlines. You will need to rapidly integrate with the existing team and immediate high levels of performance will be required. Sales office experience is advantageous, and a working knowledge of the Microsoft Office 365 environment, including SharePoint, Outlook, Power BI and Excel, would be desirable. Previous SAP experience is important. You will be well presented, with an excellent telephone manner.

Key responsibilities

- Creating and processing of quotations, orders and sales invoices to defined deadlines using SAP ECC and Spirit. To monitor and record the progress of all customer orders through to final completion and invoice using the SAP/Spirit/Shop-on-Line/Outlook inbox system and escalate to the relevant people in the team. - Reduce order delays by regularly reminding our customers, with open quotes, to place orders. - Processing of purchase orders to external suppliers. - Investigating and resolving invoice queries, from customers and external suppliers. - Input, coordinate sales orders, from order through to dispatch and invoicing. This will include running daily/weekly dashboard reports with SPIRIT and PowerBI to ensure any changes are dealt with and communicated efficiently. - To be responsible for and to undertake the task of accurate booking-in of customer tools and spares into the workshop. Co-ordinate work status activities and POD in respect of booked and dispatched tools/items. - Manage a daily tasks routine to agreed times (EDI and PTD deliveries as a small example) - To ensure tools are returned and managed according to internal processes (QCM, RAN, DOA). - To arrange the internal approval of local purchasing via the SAP approval workflow. - To investigate any problems and take appropriate action including arranging the return of faulty items and initiating the issuing credit notes. Liaise with Credit Control to assist resolution of credit control queries - Work to achieve efficient chronological tool repair to minimize tool repair turn around days. - Work with the team to provide proactive admin support to distributors. - General office duties including handling sales calls. - Keeping an accurate and up to date filing system within SharePoint library and windows folders. - To undertake ad-hoc service project work as required

Experience requirements

The following requirements are essential: - SAP and SPIRIT knowledge and experience - Experience of working in an office environment - Excellent communication and interpersonal skills - Strong planning and organising skills - Ability to manage and prioritise workload - Excellent PC skills including Microsoft 365 applications. - Excellent telephone manner The following requirements are desirable: - Sales company experience - Knowledge of the Tools industry - Microsoft PowerPoint experience

Educational requirements

The following requirements are essential: - Good general standard of education The following requirements are desirable: - High grade Mathematics and English qualifications

Personality requirements

The following requirements are essential: - Customer Focused - Maintain clear focus on customer satisfaction; take action when needed to meet the expectations of the customer. Be proactive. - Adaptability – ability to modify style in order to achieve results and maintain effectiveness. - Creative Thinking – Ability to identify alternatives to current thinking. Ability to develop and implement innovative solutions to problems. - Communication - Ability to express ideas and receive and exchange information clearly - Planning & Organising - Ability to establish and implement a systematic course of action to achieve an objective effectively and efficiently. - Teamwork - Utilizing appropriate interpersonal styles and methods during group interactions. - Quality - Ability to promote, develop and maintain a culture conducive to quality throughout the organisation; and to improve its performance. The following requirements are desirable: - Business Focus - Understands and demonstrates an awareness of the link between their role and the business. - Critical Thinking - Ability to reason logically and to recognise assumptions; to evaluate options and reach sound decisions. - Impact & Influence - Ability to positively persuade, convince and impress others in order to achieve results. - Integrity - Ability to maintain organisation, ethical and social values in all business activities. - Technical Knowledge - Having an understanding and an ability to use technical/professional knowledge & information, including relevant IT skills.

Additional information

The successful applicatant must have the appropriate right to work in the UK.

Country and city description

The applicant must live within a commutable distance of Hemel Hempstead.

Company presentation

Atlas Copco Tools forms part of the Atlas Copco group, which was established in Sweden in 1873. The operations within the UK are, for the most part, dedicated to sales and service. Atlas Copco Tools has its head office in Hemel Hempstead. The business objectives are to focus consistently on the customer in all areas of activity - including product development. The company is committed to the professional development of all employees, and strives to provide every possible opportunity to enhance their competence.

How to apply

Personnel manager: Joanna Heary

Phone: +441442261201


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