ESSENTIAL
REQUIREMENT

DESIRABLE
REQUIREMENT

QUALIFICATIONS

• NVQ Administration

EXPERIENCE

• Previous administration experience
• Must be computer literate and have good keyboard skills
• Good time management skills

• Experience of customer services would be helpful but not essential (on the job training will be provided)
• Experience of Navision, Word, Excel and Outlook

PERSONAL QUALITIES

• Persistent in problem solving
• Good telephone manner
• Excellent verbal/written communicator
• Strong command of English language
• Good team player
• Self-controlled in tense situations
• Resilient
• Logical
• Accurate
• Organised
• Disciplined
• Eye for detail

JOB TITLE:

• Customer Services Assistant

LOCATION:

• Northampton

OVERALL PURPOSE OF
THE JOB:

• To provide after sales support for trade customers

KEY TASKS AND
RESPONSIBILITIES:

• Focus point for all after sales enquiries.
• Responding to customer requests via phone and trade counter
• Issuing return authorisation numbers
• Start a database record for each customer repair and update as required
• Collect, check for signs of damage, unpack, list and process all incoming customer repairs
• Return goods to manufacturer or internal repairs department.
• Contact customer and advise of repair costs and obtain their agreement to proceed
• Call customers who have been issued a returns number and have not returned item within 7 days .
• Answer enquiries regarding progress of customer repairs
• Finish paperwork, pack and distribute completed returns
• Update the database with completed returns.
• Speak to couriers re. late/failed deliveries and make claims
• Responsible for designated suppliers returns including chasing.
• Support sales staff when required
• Any other duties as may be requested

RELATIONSHIPS-
INTERNAL/EXTERNAL

• Accounts
• Logistics
• Service
• Warehouse