WHAT DOES A CUSTOMER SERVICE ADMINISTRATOR DO?
Published: September 16, 2024 - The Customer Service Administrator coordinates daily customer order processing and ensures efficient issue resolution via phone and email. Responsibilities include maintaining accurate database records of equipment at customer sites and managing communication updates in the CRM system. The role also involves generating operational reports to mitigate errors and overseeing quality control in adherence to company protocols.
A Review of Professional Skills and Functions for Customer Service Administrator
1. Customer Service Administrator Duties
- Order Management: Exceed operational standards including timely and accurate order entry, back order book management, reconciliation, tracking, and delivery process management.
- Relationship Building: Develop strong relationships to provide excellent service delivery to account managers and customers.
- Orderbook Conversion: Work with customers, sales, and internal departments to maximize orderbook conversion for account(s).
- Meeting Contribution: Attend and contribute to successful orderbook reviews, aligned logistics meetings, delivery action meetings, and other business meetings, driving issues, highlighting problems, and recommending solutions.
- Cost Minimization: Work with customers to deliver efficient special handling solutions, minimizing costs.
- Process Improvement: Challenge working methods and practices.
- HR Compliance: Work with HR to ensure compliance with Federal, State, and Local employment and benefits laws and regulations.
- Timecard Management: Manage timecards, VMS, and missing timecard reports.
- Issue Resolution: Resolve all spread-related issues by working with finance and accounting.
- Payroll Management: Resolve all payroll and invoice issues (e.g., payroll adjustments, invoice issues) by working with finance, accounting, and payroll.
2. Customer Service Administrator Details
- Date Recording: Record confirmed and expected dates for all ordered goods on the system, including confirming supplier acknowledgements.
- Discrepancy Resolution: Resolve warehouse-reported discrepancies and investigate reported supplier non-deliveries.
- Supplier Liaison: Liaise with suppliers over incorrect goods and ensure samples are received by the warehouse in a timely manner.
- Order Tracking: Work with the warehouse to ensure all orders are tracked and arrive in a timely manner.
- Delivery Scheduling: Finalize booking slots for deliveries and assist in maintaining and validating data on the system.
- Order Processing: Process online order requests with speed and accuracy.
- Customer Satisfaction: Ensure all customer needs and inquiries are dealt with efficiently to achieve a high level of customer satisfaction.
- Call Handling: Handle queries via incoming calls, ensuring calls are handled professionally and helpfully.
- Stock Management: Check stock levels, deadlines, and order statuses with suppliers to ensure the smooth running of orders.
3. Customer Service Administrator Responsibilities
- Customer Email Liaison: Liaise with customers primarily through email, with a very small amount of phone work.
- Inbox Management: Deal with and respond to the departmental email inbox.
- Query Handling: Deal with a variety of inbound customer service queries and complaints.
- Issue Investigation: Thoroughly investigate all issues and follow through from enquiry to resolution.
- Record Keeping: Keep an accurate record of all customer contacts.
- Clear Communication: Communicate in a prompt, polite, and clear manner.
- Customer First: Ensure the customer is always put first, aiming to get it right the first time, every time.
- Query Ownership: Take ownership of any customer queries, ensuring that all matters are dealt with in an efficient and timely manner.
- Interdepartmental Liaison: Liaise with all departments across the business to ensure the timely and professional delivery of services and products.
4. Customer Service Administrator Overview
- Prompt Response: Respond promptly to customer inquiries, predominantly via email with a small proportion of queries received via social media.
- Inquiry Handling: Obtain and evaluate all relevant information to handle inquiries and complaints.
- Data Protection Compliance: Ensure any customer queries are dealt with in line with current General Data Protection Regulation.
- Issue Escalation: Direct requests and unresolved issues in line with the company's complaints policy to the designated internal departments.
- Record Maintenance: Record details of inquiries, comments, and complaints.
- Internal Coordination: Communicate and coordinate with internal departments to ensure that future customer service issues are mitigated.
- Compliance Reporting: Report weekly on service and compliance data.
- Training Booking: Book all bank and agency staff onto CRS training.
- Card Distribution: Produce and distribute all permanent cards for bank and agency staff who have satisfactorily completed the CRS training.
- Emergency Issuance: Issue emergency cards to ASPs for overnight and weekends.
- Database Logging: Log all cards on the RA Locum database.
5. Customer Service Administrator Tasks
- Order Processing Coordination: Coordinate and input day-to-day customer order processing
- Issue Resolution: Resolve customer (internal and external) issues via phone and email in an efficient and timely manner.
- Sales Team Support: Maintain a constructive relationship with the sales team in the field, helping to troubleshoot and resolve issues to avoid disruption to customer orders while contributing to the continuous improvement of local processes.
- Database Maintenance: Maintain the database with details of all equipment installed at customer sites.
- CRM Updating: Update details of customer communication in the CRM (Customer Relationship Management) system, and monitor results to ensure any issues are resolved promptly.
- Report Generation: Generate and analyze reports of daily operations (i.e., shipments, orders, and customer queries) to proactively prevent errors.
- Logistics Arrangement: Arrange deliveries to, and collections from, customer sites through third-party couriers.
- Quality Management: Take responsibility for all “Quality” elements relating to the position, following processes and procedures as instructed.
- Customer Service Excellence: Provide customers with the highest standards of customer service.
- Query Handling: Log, record, and resolve customer queries and issues in an efficient and professional manner across all functions within the business.
- Complaint Ownership: Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with store management and other departmental functions to reach the best resolutions and actively promote best practice.