Service Administrator Rolex
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| Job Type | Permanent Full Time |
| Location | Kings Hill Kent |
| Area | Kent, England |
| Sector | After SalesCustomer ServiceOperationsAdministration |
| Salary | Good basic salary plus bonus and benefits |
| Currency | GBP |
| Start Date | asap |
| Job Ref | Ser112 |
| Job Views | 447 |
- Description
- Role Summary
Forming part of a 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.
Personal Profile Summary
This role requires a person be required to operate in a technical, specialist or quality area of the organisation. The job requires a perfectionist who has an innate need to get things right and will have the ability to work in a steady, thorough and deliberate manner and have the persistence to see a job through to conclusion. A questioning approach and concentration on detail are also being called for within the position. The post holder will be conventional, co-operative, cautious, compliant, organised, predictable, methodical and routine-orientated.
Key Areas of Competence
Is systematic and logical in the approach to decision making, ensuring that all the necessary facts and information are available and accurate and the decision taken and acted upon is astute and carefully considered.
Generates monitoring systems that identify whether self, others or the organisation are achieving their objectives and also any variances there may be in terms of goals and timescales. Ensures that corrective action plans are formulated and implemented.
Works within a technical or specialist area of expertise in order to continuously improve the quality of the service and/or the product provided.
Searches out errors, rectifies omissions, perfects systems and procedures which will ultimately raise the quality and standards of all tasks undertaken.
Provides a high level of internal or external customer satisfaction within a specific area of expertise.
Remains self-controlled and prepared to listen to what others think and feel.
Is non-confrontational when handling or involved in conflict situations and in order to achieve agreed and acceptable standards and timescales adopts a passive and non-demanding working ethic.
Retains a formal and professional manner, reflects on difficult situations and stands back from people and remains unemotional in order to resolve problems.
Essential
Educated to A Level (or equivalent)
Strong experience within a similar administration role, including but not limited to data entry, data validation and problem resolution
Exceptional customer service skills
High levels of accuracy and attention to detail combined with a methodical approach
Experience of working within a busy team and collaborating with other functions to achieve overall service objectives
Experience of working within strict standard operating procedures
IT proficient, with clear strengths in the area of accurate use of work processing databases/systems
Excellent communication skills, oral and written
Strong organisational and time management skills
An interest in watches/luxury goods
Desirable
Previous experience within the watch or luxury goods industry
Experience and understanding of business process systems