Service Desk Controller
Witham
£27,000
Reporting to the Office Team Leader, you will provide a central role for field service to ensure standard working procedures and customer service is maintained efficiently, ensuring excellent standards of service to the customer is provided.
Essential Duties
- Providing product and technical information, together with advice tailored to customer requirements.
- Handling customer enquiries via telephone or email and ensuring customer communication is priority.
- Identifying customer product requirements and where necessary liaise with suppliers in our purchasing department.
- Allocate all jobs to engineers via ERP effectively and efficiently.
- Issuing completed Job Cards to customers and requesting order numbers before invoicing.
- Supporting the sales team and customers by checking stock, raising quotations and processing sales orders from start to finish and maximise service level agreements (KPI's)
- Communicating efficiently with all internal departments
- Assisting in resolving customer issues, documenting these, and escalating to the Branch Manager where these are of a more serious nature
- Ordering products from suppliers and liaising with our purchasing department.
- Proactive review of customer service disputes
- Managing the WIP (Work in Progress) in line with company policy.
Essential Skills and Experience
- Communicate efficiently at all levels verbally, via email and the telephone.
- High level IT skills including Word and Excel
- Good knowledge of UK geographics to effectively plan resource by area or region.
- problem solving to resolve customer enquiries.
- Ability to understand and produce customer or internal reports.
- Teamwork, ability to work confidently within a group and on own initiative.
- Time Management, ability to manage time effectively, prioritising tasks and working to deadlines.
- Proactive attitude to service delivery, examining better methods achieving service levels.
- Flexibility, ability to adapt successfully to changing situations and environments.
To apply for this position please contact Sarah Dyehouse at Anderson Scott Solutions
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