Commercial Co-ordinator

• Oct 2023 - Present

Customer Account Specialist and IT Help Desk Support

• May 2017 - Sep 2023

Collaborated closely with the Engineering Department and the parent company in the U.S. to prepare competitive and comprehensive quotations tailored to meet customers' technical and commercial requirements. Proactively followed up on quotations, addressing customer concerns, and promptly communicating feedback to Account Managers for immediate resolution. Ensured seamless order processing by accurately inputting and verifying orders on the computer system, guaranteeing that terms and conditions aligned with the original quotes. Provided written acknowledgments to customers for both domestic and export orders, confirming agreement on the as quoted or revised terms. Coordinated the safe, efficient, and timely transit of orders to customers' specified locations in close collaboration with the Logistics Coordinator. Supported colleagues by offering front-line IT support, resolving hardware, software, and Office 365 issues to minimize downtime and ensure smooth operations. Successfully facilitated the transition from an onsite server to a cloud-based server, streamlining processes and enhancing system accessibility. Show less

Service Supervisor

• Nov 2007 - Apr 2017

Led a dedicated team of advisors, ensuring outstanding customer service by promptly addressing inquiries, technical issues, and generating accurate quotations. Managed returns, repairs, and complaints directly with customers, taking a proactive approach to resolve issues and provide satisfactory solutions. Nurtured strong relationships with key accounts, implementing tailored strategies to deliver exceptional service and strengthen partnerships. Provided sales support to national sales managers, contributing to the achievement of sales targets and maximizing customer satisfaction. Oversaw client feedback campaigns, utilizing innovative e-marketing solutions to gather, analyse, and address customer feedback promptly. Generated comprehensive weekly and monthly reports for directors, highlighting team performance, areas for improvement, and overall activity. Handled warranty-related inquiries and efficiently coordinated repairs for customers on behalf of clients, ensuring a seamless experience. Created and updated procedures to align with evolving business needs and meet client requirements. Managed credit notes for returns and efficiently allocated replacement parts, adhering to company procedures. Oversaw the coordination of deliveries and collections within the UK and internationally, demonstrating strong logistical expertise and attention to detail. Managed goods inwards calls and efficiently organized the booking of deliveries from external suppliers, ensuring a smooth supply chain process. Show less

Customer Care Representative

• Jul 2007 - Nov 2007

Provided exceptional front-line customer service to existing account holders, offering timely and accurate account administration support. Managed incoming documentation, ensuring efficient uploading and allocation to relevant customer accounts within the system. Demonstrated extensive product knowledge, actively cross-selling suitable products to existing clients and referring them to relevant departments. Supported online customers through email assistance as part of the "online help" initiative, consistently meeting strict Key Performance Indicators (KPIs). Committed to delivering FSA-compliant advice and services, adhering to the "treating customers fairly" program and ensuring regulatory compliance. Show less

Lazer Quest Supervisor

• Aug 2006 - Jul 2007

Maintained a safe and enjoyable gaming environment by diligently enforcing rules, protecting the arena and equipment, and prioritizing customer safety. Processed payments and efficiently handled bookings for single games and parties, consistently delivering outstanding customer service. Renewed First Aid certification by actively participating in company-arranged courses. Promoted to Supervisor, assuming additional responsibilities such as organizing the staff rota, promoting special offers, creating new games, repairing equipment, and ordering spare components. Provided detailed weekly and monthly performance reports directly to Duty Managers, ensuring transparency and effective communication. Show less

Apprentice Plumber

• Sep 2004 - Apr 2006

Performed a wide range of plumbing tasks, including installing bathroom suites, WC rooms, and central heating systems. Conducted small-scale tasks such as tap exchanges and repairs for WC systems, showers, and pumps. Achieved NVQ Level 2 certifications in Plumbing, Plastering, and Tiling. Developed valuable skills in planning, working to tight deadlines, managing budgets, and delivering face-to-face customer care. Performed a wide range of plumbing tasks, including installing bathroom suites, WC rooms, and central heating systems. Conducted small-scale tasks such as tap exchanges and repairs for WC systems, showers, and pumps. Achieved NVQ Level 2 certifications in Plumbing, Plastering, and Tiling. Developed valuable skills in planning, working to tight deadlines, managing budgets, and delivering face-to-face customer care.