Contracts Administrator
Who we are:
We are the UK division of Loading Systems International - market leaders in the design, manufacture, installation, on-going service, maintenance and repair of a full line of industrial doors and loading systems. As a result of our success and continued growth over the last 50 years, we have become the preferred supplier of choice for many of the big household names within retail, distribution and logistics.
Job Purpose
Provide contract customer support in accordance with the requirements of the service department.
Key Responsibilities and Accountabilities:
- Provide a high quality service to customers to help resolve issues relating to open orders and enquiries.
- Provide a high quality service to customers in relation to managing existing maintenance contracts against an agreed target and ensure effective delivery.
- Take personal responsibility for prioritising and resolving customer queries, deciding on the best course of action.
- Be a point of contact for customers in order to identify the specific nature of the queries from various sources and take appropriate action.
- Using available management information ensure customer’s expectations are being coordinated and that all information is available to the appointed engineers.
- Record and update information in company business systems that emanate from customer queries.
- Ensure Engineer paperwork is received and completed to the required standard, and that all relevant documentation is uploaded onto both internal systems and customer portals.
- Signpost breakdown, existing maintenance contracts and repair queries to the relevant person responsible once the initial diagnosis has been established.
- Be responsible for raising and sending customer sales invoices, including uploading invoices onto customer portals where applicable.
- Work closely with the Service team to ensure the relevant admin support is coordinated in relation to quotations and order acknowledgements. Invoices are sent out in line with job sheets within acceptable time frames and service job files are maintained and inputted into internal systems.
- Schedule and confirm maintenance timelines with customers to ensure timely service delivery.
- Review customer maintenance work orders to verify Engineers have logged their time, attached all required paperwork, and updated the status on each asset.
- Oversee targeted customer maintenance invoicing, guaranteeing all maintenance work is billed accurately and on schedule.
- Oversee maintenance schedules to ensure assets are serviced to agreed customer standards. Proactively resolving any issues on site to maximise engineer productivity.
- Proactively engage customers via agreed communication channels to deliver updates and arrange routine maintenance appointments.
- Collaborate with Service Planners to analyse the performance of each maintenance visit. Identifying and supporting with the implementation of any identified corrective actions.
- Ensure all required equipment is ordered and promptly delivered to the project site to allow Engineers to proceed with the maintenance visit per agreed schedule.
- Establish effective relationships with customers and follow up against agreed project deliverables to ensure the desired outcomes are being achieved and measure against customer satisfaction reports.
- Be aware of the Department aims and objectives and contribute to the decision making process.
- Build, develop and sustain mutually beneficial working relationships with all other stakeholders.
- Ensure your own conduct meets the standards and authorities set out in the Company’s Human Resources Policy (Book 14) and also the standards of the Company’s Quality Management System.
- Carry out any other duties which the company may at any time deem necessary.
Key Measures:
- Excellent Customer Experience
- Accurate Customer Data Management System
- Maintain and develop existing contracts
Personal Specification
Qualification / Skills
Essential:
- General education or equivalent experience in general administration
- Computer literate including Microsoft Word, Excel and Outlook to basic level
Knowledge & Experience
Essential:
- Ability to remain calm, work effectively under pressure and work as part of a team
- Knowledge and understanding of department aims and objectives
Desirable:
- Customer service and relationship skills
Personal Attributes
Essential:
- The ability to work as part of a team
- Customer focused
- Effective listening skills
- Ability to work under pressure to meet deadlines
- Excellent communication skills
- A polite, efficient manner particularly when working under pressure and in circumstances where interruptions may be common place
Desirable:
- Service orientation and customer focus aligned to business needs
If you would like to join our team, please email a copy of your CV to recruitment@loading-systems.co.uk
We are an equal opportunities employer dedicated to creating a fair and inclusive workplace for all applicants and employees.