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Sales Support Administrator (46122)

Company: LGC Ltd
Location: Manchester
Posted on: September 20, 2022

Job Description:

The role incumbent is provides sales support and administrative assistance to the Customer Service personnel covering all business sectors, including new account applications and completion of website registration enquiries. This includes to provide back up support to customer inquiries received into the CRM as well as Webchat and special projects that arise due to shifting customer demands received in the office.

The required outcome is a data integrity of new customer data and business continuity of the highest level service experience during shifting resource demands. Adhoc administrative tasks attended to that fall outside the remit of order entry and quotation fulfilment.

Key Responsibilities and Accountabilities

* To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team.
* To manage distribution of calls to the appropriate team member.
* To be responsible for the daily management of CRM Cases Queue ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
* To release all internal orders ensuring that the orders are correctly entered and if needed include compliance for any shipping needs.
* To complete Webshop new customer registrations ensuring they are entered into ERP system and LGC protocols for data entry are followed for new account set up.
* To complete Supplier Questionnaires from customers for review by the Team Leader.
* To help with the data management of documents by scanning documents as may be requested.
* To provide back up support for all office activity during times of high demand.
* To ensure that the company ERP processes for Warehouses and the supply chain from other sources are followed in line with set guidelines as determined by the Operations team.
* Taking responsibility for ensuring that customer expectations are exceeded against response KPI's.
* To escalate requests for service delivery reports from customers both internal and external to the appropriate Manager.
* To learn about LGC Standards products and services and keep up-to-date with changes and attend Product/Technical training as scheduled.
* Exemplify the LGC core values on a day to day basis
* Perform other duties as assigned.

Education: Associates Degree or higher - Life Science/Chemistry field desired

Experience: 1 - 2 years of customer service experience or 1 - 2 years of call center experience

Required Skills:

* Experience of working in a sales support environment with order entry exposure.
* Can do attitude and willingness to go that extra mile. Positive, enthusiastic and high energy.
* Excellent telephone manner and communication (written and verbal skills) are Essential.
* Customer focused, detail oriented for accuracy and an effective problem solver.
* Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.
* Team Player, supportive of colleagues.
* Organized and able to perform under pressure.
* Experience in using ERP systems such as SAP, ORACLE, SAGE etc.
* Experience in using CRM systems such as ZenDesk, Zoho, Hubspot.

Desired Skills:

* An interest in Chemistry or Science would be a distinct advantage.
* Experience in the Life Science industry or related field a plus.
* Experience with IFS or Salesforce a plus.
* Experience with ASM for Hybris a plus.

Role Dimensions

This candidate is dependable, committed, reliable and responsive, with a high work ethic. Accuracy is important to them for their daily work outcomes, however they learn quickly from any mistakes made. They are able to work in a high pressure environment and maintain a positive, enthusiastic and high energy attitude. On time and attendance is important to them. They are motivated to seek, through their performance, customer satisfaction for our internal and external customers by making sure that work gets to the correct individuals.

Keywords: LGC Ltd, Manchester , Sales Support Administrator (46122), Sales , Manchester, New Hampshire

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