JOB DESCRIPTION

Job Title: Service Experience & Business Administrator – Customer Services

Reporting To:Service Improvement Manager

Job Purpose:

Summary of Main Duties and Responsibilities:

Working within the Customer Service Department you will deliver an exceptional and trusted customer service experience. You will produce detailed and accurate analysis of information to help support the development of the business in line with Company goals. This information will enable effective decision making with the aim of improving our service offering, increasing sales and profitability by driving efficiencies.

Skills, Knowledge & Experience:

Reporting & Analysis

  • Provide and check integrity of operational MI/BI in a timely manner, as required
  • Forecasting, planning and reporting using RedOwl
  • Tracking of key departmental metrics e.g. KPI’s, budgetary spend, etc.

System/Database Maintenance

  • Order import routines e.g. EDI, EDD, Retail IT, B2B, etc.
  • System maintenance, support and troubleshooting for all relevant systems
  • Administration function of telephony system e.g. people and database maintenance
  • Price and system updates/changes for all relevant systems
  • New Showroom set up

Distribution

  • Maintaining carrier relationships and working closely to improve OTIF through regular meetings and communication
  • Driving improvements and efficiencies through the Distribution Working Group
  • Provision and analysis of global distribution statistics, as required

Service/Process Improvement/Adherence

  • Adhere to standards and procedures to ensure we maintain our legal and regulatory requirements.
  • Identifying process and system bottlenecks and adopting LEAN/Six Sigma methodology cross functionally to improve and drive efficiencies
  • Preparing material and conducting training to rollout new processes
  • Utilise Articulate and working with the L&D team to developdepartmental material
  • PCIDSS, Data Protection etc. - quality checking for adherence to regulation / legislation

Skills

  • Sound business system, process and procedure knowledge
  • Exceptional attention to detail
  • Advanced IT skills to include IFS, Outlook, MS Word, Excel & PowerPoint
  • Awareness of LEAN/Six Sigma principles
  • Excellent verbal & written communication skills
  • Exceptional organisational skills with sound ability to prioritise work load to ensure all activity is completed to timelines
  • Ability to work to tight deadlines without compromising quality and accuracy of information
  • Ability to successfully analyse data to identify opportunities, make recommendations or extend analysis requirements

Behavioural

  • An enthusiastic and professional communicator with the ability to utilise the appropriate style and method
  • Ability to challenge at all levels using analysis and data to help influence decisions
  • Drive, enthusiasm and a proactive, ‘can do’ attitude
  • Commercial and business acumen
  • Solutions orientated
  • Team player
  • Approachable
  • High level of confidentiality
  • Ability to adapt to different requirements
  • Leads by example by ‘living’ the organisations values each and every day and demonstrate high levels of motivation
  • Takes responsibility for identifying personal development to improve overall understanding of the end to end customer experience to build knowledge and expertise
  • Sound business system, process and procedure knowledge
  • Problem solving
  • Quality / right first time focus
  • Proactive and inquisitive
  • Evaluates own performance andseeks support where needed

General Duties

  • Be prepared to work across teams to share your knowledge and develop/learn new skills and ensure sales and service are never compromised
  • Be prepared to travel for stockist/showroom visits to improve knowledge
  • Ad hoc duties as required
  • Provide support and cover for other CS teams, as required

This is an outline Job Description and employees are expected to undertake other duties, as directed, to ensure customer service is not compromised during period of high workloads, sickness, holidays and emergencies.