Job Title: Order & Quotation Administrator
Department: Sales & Marketing
Reporting To: Customer Support Manager
Location: Sittingbourne, Kent
Overall Objective
- Delivering a first-class customer service is key to the success of Wire Belt. This role is part of the Customer Support Team (CST) which entails engaging with the customer at all stages of their enquiry, order, and dispatch.
- Being an integral part of the Customer Support Team, the role is pivotal to the success and continued growth of sales globally.
- Build relationships with customers so that they prioritise Wire Belt as their first point of contact for future purchasing belts and conveyors.
- Reporting to the Customer Support Manager, this is an active and demanding role calling for multiple disciplines including time management, attention to detail, organisational, and excellent communication skills to ensure customers receive prompt, accurate, and timely responses.
Main Roles & Responsibilities
Key Responsibilities
- Deliver a first-class customer service, foster a team spirit and promote Wire Belt ethos with colleagues.
- Work closely with internal and external colleagues to ensure customers receive a first-class service.
- Promptly answering the telephone and assist the caller with their enquiry or order.
- Monitor order progression, liaise with colleagues to ensure that customers’ orders are dispatched to their expectations.
- Quotations, order, and export processing are a major part of this position and attention to detail is paramount to ensure that our customers receive prompt and accurate support.
Quotes:
Quoting the full range of the company’s products in accordance with the Customer Service Charter Standards (currently under review), and helping Customers identify belts for their requirements plus quote follow up to ensure the customer has all the information to make a purchase.
Order Processing:
Process orders promptly and accurately, referring to the system – pricing, specification etc plus process purchase orders, arrange dispatch promptly, regular follow up with internal and external suppliers to ensure they meet customers required dispatch date.
Export:
An important part of Wire Belt’s business, and the role includes processing export requirements and completion of documentation which will include Proforma Invoices, obtain Freight costs, understanding export processes, working closely with transport, courier companies, obtaining proof of deliveries.
Admin:
Maintain and update accurately Wire Belts CRM system which includes – maintaining customer records and updating them when advised, making notes of special requests / requirements, raising Process Improvement Reports (PIR) and Customer Complaints and produce Product Reference Charts (PRC’s) to support our customer’s business.
Product Training:
Ongoing training is provided to be proficient to discuss and offer the full range offered by Wire Belt Company.
Core Competencies
- Excellent communication/listening skills
- Customer focus
- Approachable
- Professional work ethic
- High level of PC literacy
- Time management
- Organisational skills
- Multi-tasking
- Attention to detail
- Work to deadlines
- Work under pressure
- Take initiative and ownership
- Priority setting
- Flexible & adaptable
- Timely decision making
Job Competencies & Experience
- CRM systems
- Quoting
- Order processing
- Liaising with Customers
- Working in Sales, Export, Logistics & administration
- Identify & confirm technical specification.
Education/Qualifications/Experience
- High level of numeracy and English
- Previous experience of working within a Team / Customer Service environment
- General administration duties i.e., ordering office supplies, sending out samples, attending Team meetings, Internal and external post, filing/scanning etc.
- Additional languages would be advantageous.
All Wire Belt employees are required to adhere to the company’s core Values which support our Vision, our Mission and shapes our culture.
Our Values
FAMILY: Our employees and business partners are a team bound together by a common purpose; to respect, trust and learn from each other. To succeed together. We have each other’s back.
INNOVATION: We believe change is a way of life fostered by encouraging creativity and learning.
INTEGRITY: We do the right thing in all circumstances.
OWNERSHIP: We build trust and teamwork through effective communication, execution and accountability.
FUN: We encourage a culture that loves to serve our customers, community and each other.
Our Vision
Wire Belt will be the most preferred, respected, and trusted metal belt company in the world.
Our Mission
Keep manufacturing growing here by being a lean, green values driven team.
