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For Companies At a Glance
- Tasks: Manage customer inquiries, process orders, and ensure timely fulfillment.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Enjoy flexible working options and a supportive work environment.
- Why this job: Gain valuable experience in customer service while making a real impact.
- Qualifications: No specific experience required; just bring your enthusiasm and communication skills!
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 28800 - 43200 £ per year.
The role is responsible for performing order-to-cash management process and addressing customer inquiry/clarification or complaint about orders. This involves performing accurate order entry and timely fulfillment, shipment tracking, managing billing data and payment information. Further, the role entails interacting with internal departments to solve customer order related issues, handling order returns and refunds, and documenting customer interactions, with the ultimate goal to comply with relevant laws and regulations. Finally, the role requires keeping track of KPIs and metrics related to customer service, and preparing reports for management.
MAIN RESPONSIBILITIES
- Undertakes customer inquiry/clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process;
- Works closely with relevant teams and departments (e.g., Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers, etc.);
- Performs order entry and fulfillment, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfillment;
- Provides relevant order shipment information to customers by providing real-time updates on order status, shipment tracking, and delivery estimates;
- Correctly enters data within the billing system, such as order specifications, costs, credit terms, order date, and shipping date;
- Ensures the accuracy of payment information and works with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments;
- Performs return requests, tracks returned products, and processes refunds efficiently, documenting return and refund processes and communicating updates to customers;
- Accurately records customer inquiry/clarification and complaint regarding orders in CRM, along with issue resolutions and customer feedback;
- Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
- Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.
GENERAL SKILLS
- Communication & Impact
- Problem Solving & Decision Making
- Leading People
- Planning & Managing Priorities
- Customer Orientation
TECHNICAL COMPETENCIES
- After Sales Strategy - Foundational Knowledge
- Customer Care / Service Processes - Intermediate Knowledge & Application
- Customer Interaction - Full Knowledge & Application
- Product Knowledge - Full Knowledge & Application
- Technical Service Processes - Foundational Knowledge
- Technologies & Tools - Full Knowledge & Application
Customer Service Administrator - 12 month FTC employer: Luigi Lavazza SPA
Contact Detail:
Luigi Lavazza SPA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Administrator - 12 month FTC
✨Tip Number 1
Familiarise yourself with the order-to-cash management process. Understanding how orders are processed from entry to fulfilment will give you a solid foundation for discussing your experience and knowledge during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in handling customer inquiries and complaints. Being able to demonstrate your ability to resolve issues effectively will set you apart from other candidates.
✨Tip Number 3
Get comfortable with CRM systems and billing software. Highlighting your technical competencies in these areas can show that you're ready to hit the ground running in this role.
✨Tip Number 4
Prepare to discuss your experience with KPIs and metrics related to customer service. Being able to talk about how you've tracked and improved performance in previous roles will demonstrate your commitment to excellence.
We think you need these skills to ace Customer Service Administrator - 12 month FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and order management. Use keywords from the job description, such as 'order-to-cash management', 'customer inquiries', and 'billing data'.
Craft a Strong Cover Letter: In your cover letter, explain why you're passionate about customer service and how your skills align with the responsibilities listed in the job description. Mention specific examples of how you've successfully handled customer complaints or inquiries in the past.
Showcase Communication Skills: Since the role requires strong communication skills, provide examples in your application that demonstrate your ability to interact effectively with customers and internal teams. Highlight any experience you have in drafting structured documents or reports.
Highlight Technical Competencies: Mention any relevant technical skills or tools you are familiar with, especially those related to CRM systems or billing processes. This will show that you are prepared to handle the technical aspects of the role.
How to prepare for a job interview at Luigi Lavazza SPA
✨Know the Order-to-Cash Process
Familiarise yourself with the order-to-cash management process, as this role heavily revolves around it. Be prepared to discuss how you would handle customer inquiries and complaints related to orders, and demonstrate your understanding of the steps involved in ensuring timely fulfillment.
✨Showcase Your Communication Skills
Since the role requires interaction with various internal departments, highlight your communication skills during the interview. Provide examples of how you've effectively communicated with different teams to resolve issues or clarify customer inquiries in previous roles.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully resolved customer complaints or order-related issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Understand KPIs and Metrics
The role involves tracking KPIs related to customer service performance. Familiarise yourself with common metrics such as response time and customer satisfaction rates, and be ready to discuss how you would use these metrics to improve service delivery.
