Job Title: Customer Service Administrator

Location: Outskirts of Cardiff

Job Type: Full Time / Fixed Term Contract (1 year maternity cover)

Hours: Mon – Thurs – 8am – 4:30pm – Fri – 7:30am – 2pm

Job Purpose

Customer Services Administrator is the first point of contact to customers to meet their needs and ensure that they get maximum value from the business (dealing with inquiries via phone calls, emails and resolving them).

Customer Services Administrator is responsible for effectively administering the data entry requirements for the quotation process in line with the sales order process and for providing Admin support for other Commercial Team Members.


· Pivotal role assisting between Customer, Supplier, Design, Purchasing, Production Scheduling, Accounts and Senior Management.

· First point of contact for customers assisting with any queries or redirecting calls to the relevant person/department.

· Cross-checking each quote and DFAs against the customer PO or all customer enquiry requirement correspondence prior to raising orders to reduce errors, remakes and customer complaints.

· Ensure purchase orders are or agreed customer reference numbers in place for each Customer Order to prevent delay of payment.

· Accurate raising of sales orders in line with customer requirements i.e. phasing

· Accurate monitoring of the contract review, contract review amendment and delivery improvement request processes ensuring they are actioned and returned from Design, Purchasing & Scheduling within 72hours (unless large project) ready for customer acknowledgement.

· Issuing customer delivery acknowledgements

· Issuing transport booking requests to the Logistics Administrator in line with customer delivery expectations and vehicle/offload restrictions.

· Assisting Accounts with internal enquiries, dispute investigating & credit reporting.

· Raising and assisting with the investigation of customer complaints and resolving in a timely manner.

· Maintaining the sales order backlog ensuring all orders are shipped and invoiced and closed from previous week.

· Record and maintain data accurately to assist department reporting i.e. Orders raised, 'free of charge' orders, credits to be raised, CRM.

· End of month, ensuring all orders are shipped, invoiced, and closed on the last working day of each month.

· Work within the guidelines laid out in current procedures/working practices i.e. credit control.

Key discipline

Compliance with order processing with the department disciplines.
Maintain sales order backlog.
Maintain and monitor the contract review processes.
Input and resolution of customer complaints.
Team working.
Hawk 3 Talent Solutions are operating as an employment agency

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future