Careers at Airsys

Do you want to work for a leading distributor of communication products, services and solutions?

New role: Customer Service Administrator

Are you looking for a new career?

Company Overview:

Airsys is Europe’s most successful value-added distributor of Two-Way Radio, Accessories and Network equipment. With over 30 years of experience, Airsys delivers true value-added by providing technical, sales and marketing support, efficient logistics. We are committed to service excellence and unrivalled product choice.
 
Job Purpose:

The Customer Service Administrator role is a key part in the day to day interface between Airsys and the customer.
You will be responsible for ensuring that the customers’ orders are processed in a timely and accurate manner and ensure the goods are delivered to the customers within the SLA’s.
 
The role involves a large volume of telephone interaction with customers as well as order processing. The role will require you to liaise with other departments and suppliers to ensure the full process runs smoothly.
 
Duties will include:
 

• Processing a high volume of sales orders accurately, with a target error rate of under 0.75%
• Answering incoming telephone enquiries in a timely manner and ensuring that all of the administration surrounding these requests is dealt with accurately and efficiently
• Dealing with incoming emails sent to the central Customer Service inbox and ensuring all emails are responded to by the end of each day
• Taking ownership of complaints and issues and managing them through to resolution. Raising the necessary non-conformance paperwork
• Processing customer credits and ensuring a full investigation has been completed to establish root cause for the credit.
• Acting as a link between Airsys and the supplier in order to provide accurate product information to the customer such as pricing / availability
• Saving the necessary export documentation in the relevant files
• Keeping the order processing system and CRM system up to date with any amendments to customer information
• Booking shipments, liaising with couriers and dealing with any delivery exceptions
• Downloading, processing orders and uploading customer invoices using their online portal
• Building relationships with internal departments (Warehouse and Sales) and liaising with them on a daily basis
• Raising returns numbers for repairs and additional repair administration functions on the dedicated system
• Raising returns number and paperwork for goods returned for credit
• Daily reconciliation of outstanding returns from customers for credit or repair
• Daily reconciliation of goods returned to supplier for repair
• Updating customer daily with courier tracking
• Working within a small team, assisting others and helping to cover when necessary, always sharing best practice.
• Daily checks of office supplies and raising a purchase order to replenish where needed
• Providing an exceptional service and exceeding the agreed SLA’s
• Liaising with the Airsys EU Team and assisting where necessary
• Processing & franking post
• Filing & Archiving
• Building a helpful and friendly rapport with our customers and suppliers

The ideal candidate:
 

• Previous experience in a Customer Service based role
• Previous experience with sales order processing preferable
• Confident, professional and friendly telephone manner
• A team player who is happy to help colleagues when appropriate.
• A forward planner with initiative who can anticipate issues before they arise.
• Good at problem solving and able to deal with difficult challenges in a calm and professional manner
• The ability to build strong customer / colleague relationships
• Excellent administration skills including fast accurate data entry
• Good IT skills, particularly Word and Excel and the ability to able to pick up new systems quickly
• Resilient and able to work in a fast-paced and pressurised environment with strict time constraints
• Organised, capable and passionate about doing a good job.
• Dynamic, confident, reliable and keen to learn.
• Comfortable challenging working practices with new ideas / processes.

 
Hours of Work: 09:00 – 17:30
Benefits: 25 days Holiday & Bank Holidays, Free Parking

Please send a copy of your CV to Cat Wilson, People and Facilities Manager at [email protected]