At a Glance
- Tasks: Support customer experience by managing enquiries and providing administrative assistance.
- Company: Join FORDS, a leader in packaging innovation with a collaborative culture.
- Benefits: Enjoy competitive pay, early finishes, generous holiday, and life insurance.
- Other info: Dynamic role with opportunities for growth and development in a supportive environment.
- Why this job: Make a real impact in customer service while working with cutting-edge technology.
- Qualifications: Experience with Epicor and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
The Role
We have an exciting opportunity for an experienced Commercial Administrator to join our growing Customer Experience team, supporting commercial, aftersales and service activities.
The Commercial Administrator will provide excellent administrative support to the business, assisting with all aspects of customers enquiries.
What You'll Do
- Provide administrative support across the Customer Experience function, contributing to the efficient day-to-day operation of the department.
- Provide direct customer support through telephone and email communications, managing enquiries from initial contact through to the preparation of proposals for FORDS products and support services.
- Deliver a responsive, professional and customer-focused service, ensuring all interactions with customers and agents are accurate, informative and reflect the FORDS brand.
- Work with customers to understand their requirements and gather the information needed to prepare accurate quotations for spare parts, refurbishments and industrial equipment.
- Work closely with the Service team to ensure the availability of critical spare parts and equipment.
- Collaborate with internal departments to obtain pricing, lead times and technical information for components, service support and equipment.
- Process orders and enquiries using a dedicated Epicor ERP system including the issue of corresponding order acknowledgements, invoices, and corresponding dispatch notes.
- Support the Logistics department with processing the shipping of goods, IPR import and export control.
- Undertake any other duties reasonably requested that are commensurate with the responsibilities and level of the role.
- Epicor Systems And Process Responsibilities
Act as an Epicor superuser for the Customer Experience team providing day-to-day support and guidance in Epicor to the team.
Maintain system data integrity and champion best-practice usage.
Drive continuous improvement of commercial processes and system utilisation in Epicor.
Identify opportunities to improve efficiency, data quality, and reporting through better use of Epicor.
Troubleshoot system issues and work with IT to resolve escalated problems.
Develop and maintain user guides, process documentation, and training materials.
Deliver training and onboarding for new and existing users.
Participate in Epicor upgrades, testing, and implementation projects.
Support the development of dashboards, workflows, reports, and automated processes.
Skills/Experience
Essential
- Previous extensive experience using Epicor Kinetic
- Proven administrative experience in a busy commercial/aftersales setting
- Experience with CRM systems (Salesforce an advantage)
- Commercial acumen and knowledge of various international payment methods.
- Strong Microsoft office skills
- Strong communication and stakeholder management skills.
Person Specification
- Highly organised and detail oriented.
- Collaborative and able to build strong working relationships across departments.
- Proactive and self-motivated.
- Takes ownership and accountability.
- Curious and continually looking for better ways of working.
- Remuneration
- ompetitive
- Discretionary bonus
- Early Friday finish - 37 hour working week (Monday to Thursday 8.00am - 4.30pm, Friday 8.00am - 1.00pm)
- 25 days holiday + bank holidays
- Company life insurance x 6 times
- Pension 5%
- Income protection after 3 years' service
- Access to Independent Financial Adviser
- Office based - at our newly refurbished site in Kempston, Bedfordshire.
- The Company
FORDS is an award‑winning design and manufacturing business and world leader in packaging innovation and technology.
We design and develop unique foil closures, and build cutting edge machinery that delivers, applies, and seals them to all manner of products.
For a century Fords has built a trusted reputation for providing innovative and creative sealing solutions to the biggest brands in the food, beverage, pharmaceutical and personal care industries.
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Customer Experience - Systems Administrator in Kempston employer: FORDS Packaging Systems Ltd
Fords is an exceptional employer, offering a dynamic work environment in Kempston, Bedfordshire, where innovation meets craftsmanship. With a strong focus on employee growth, we provide comprehensive training and mentoring opportunities, competitive salaries, and a generous benefits package including early finishes and a supportive safety culture. Join us to be part of a world-leading team dedicated to excellence in packaging technology and enjoy the satisfaction of contributing to meaningful projects for renowned global brands.
Contact Details:
FORDS Packaging Systems Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience - Systems Administrator in Kempston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FORDS Packaging Systems Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FORDS Packaging Systems Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience - Systems Administrator in Kempston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FORDS Packaging Systems Ltd:Your cover letter is your chance to shine! Tell us why you want to work at FORDS Packaging Systems Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FORDS Packaging Systems Ltd!
How to prepare for a job interview at FORDS Packaging Systems Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
