Customer Service Coordinator & Telesales

 

Key Objectives

 

  • Focus on building relationships and a smooth running of this customer base
  • Liaison with Key Accounts, Multiple chains, and Suppliers
  • Telephone and email communication with Suppliers , customers and Grafton personnel at all levels on a daily basis
  • Assist with the set up and production of reports
  • Attending exhibitions to gain an awareness of this market
  • Visits to accounts with area representatives to gain understanding of both businesses and roles within the company
  • Maintain interactions within NAV/CRM systems
  • Update call log sheets in excel on daily basis
  • Complete weekly / monthly focus report
  • Regular meetings with Salon Division manager
  • Work to achieving monthly targets set by Salon Division Manager
  • Able to produce presenter sheets/ e shots, letters and brand information to be sent to customer base 
  • To answer the telephone to the Grafton International standards and within 3 rings
  • To process all orders accurately and efficiently to meet customer expectations
  • Taking orders via the telephone and increasing value or revenue of orders by means of telemarketing
  • Administration tasks and support to the Customer Service department, Warehouse, Retail , Salon / Wholesale division and Education

Other Responsibilities

 

Provide accurate information of stock availability

 

  • Collate weekly/monthly reporting of stock performance on brands for both Customer  Service, Warehouse and Sales teams
  • Collate and update information files on individual accounts to include Contracts and procedures. Including labelling, bar codes, packaging  and delivery instructions. Where necessary booking in of deliveries
  • Dealing with Debit Notes, Returns, Collections, Credit Notes and Invoices
  • Editing and converting orders, raising invoices, sending invoices and produce a consignment note for delivery including all export documentation
  • Complete daily work sheets with accurate information for departmental reporting
  • Liaison with all relevant departments to agree availability of stock, agree delivery dates and confirmation of order fulfilment to meet timescales
  • Day to day communication with customers, with emphasis on meeting order quantities and delivery timescales
  • Maintain customer account records and memo fields also in NAV and CRM systems
  • Produce monthly reports on the performance of Team and brands
  • Produce and maintain files of compliance for customer base
  • Update Special prices and Discounts
  • Telemarketing involving informing customer base of offers, promotions, pricing and obtaining orders
  • Build and maintain relationships with ‘buddies’ assigned to you
  • Follow all procedures outlined in the Customer Services manual
  • Complete Matrix to training programme
  • Complete credit and debit card payments and refunds
  • To track parcels via DPD website and Royal Mail tracker as needed and inform customers of outcome and any action required
  • To produce Reverse It documentation for all products/items to be returned to head office or an alternative address
  • To update and maintain all bar coding records and documentation
  • To attend sales meetings as required
  • To envelope and post out newsletters, mail outs, invoices and statements as and when required
  • Health & safety policy and procedure is to be followed and is the responsibility of all staff
  • Process all phone orders via Direct order entry
  • Work to the NAV and Shopify processes

Skills Required

 
  • Excellent use of Word, Excel , Shopify, NAV & CRM systems
  • Excellent telephone, email, excel and power point communication skills for liaison with suppliers
  • Face to face communication with senior members of Grafton International staff, and other Graftonand Eyelash Emporium departments
  • Good negotiation skills and Problem solving
  • Ability to work under own initiative as well as part of a team and prioritise workload
  • Excellent Administration skills
  • Superior Customer Service / Telesales skills