Service Administrator
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| Job Type | Permanent Full Time |
| Area | Kent, England |
| Sector | Administration |
| Salary | Good basic plus bonus |
| Start Date | asap |
| Job Ref | Ser36 |
- Description
- Role Summary
Forming part of a small, dedicated team responsible for the seamless provision of excellent customer service, this role delivers administrative and operational support to ensure efficient and smooth workflow within the department. Of paramount importance to this role is the delivery of exceptional customer focus, both directly and indirectly as well as problem solving skills and proactive management of daily tasks. Full training is provided in the operational aspects of the role which, in many ways, are unique to Rolex.
Key Tasks and Responsibilities
Administration & Operational Focus
Monitors workflow and job progression and ensures adherence to lead times by proactively handling daily tasks.
Enters and records customer and watch data on Rolex systems in accordance with the company’s policies and procedures ensuring an exceptional quality of data input.
Progresses all service jobs through the service system with a high level of accuracy and timeliness and in accordance with defined targets and guidelines, ensuring that bottlenecks within the various workflows of the department are avoided. Proactive communication with the Service Operations Manager regarding this topic is essential.
Provides general administration support to the Estimating team, including accurate entry of data on to the estimating system as and when required
Proofreads customer quotations received from the Estimating team and makes amendments as required before sending via email.
Compiles and checks customer invoices to ensure the price matches to quotation and parts issued.
Provides administrative support as required, including dispatch, site-to-site transfer, production of
daily, weekly and/or monthly service reports and supporting IT data back-up process.
Processes all customer confirmations to ensure workshop demands are met, feeding back any capacity issues to the Service Operations Manager.
Responsible for sending all proforma invoices to end-customers and for registering BACS payments, as provided by the Finance Department.
Identifies opportunities for process improvements and brings to the attention of the Service
Administration Team Leader to deliver exceptional customer service and quality.
Securely receives and sends goods via case management for inbound, outbound and site to site on a daily basis.
Strict utilisation of the ERP system and the standard operating procedures in place to ensure best-practice across all tasks performed as part of this role.
Customer Focus
Emails copies of quotations to the Official Retailer or direct to end-customers.
Emails copies of payment and delivery notices directly to end-customers.
Manages customer proceeds & returns and amends quotations where necessary to ensure accurate
reflection of customer and company requirements.
Provides exceptional customer service, internal and external, via professional and timely
communications.
- Role Summary