Job Vacancies

Customer Service Assistant

The Customer Service Assistant is responsible for providing exceptional and friendly customer service to all of our customers, especially focussing on those seen as vital to our future growth and classed as gold customers. As well as direct contact with the customers that should be maintained in a professional and approachable manner, the customer service assistant should provide support to all other aspects of the company that contribute to giving the customer the best possible experience when buying from Creative Party. This support is to be maintained through developing knowledge of the company and its products and ensuring administration is kept up to date and queries answered in line with the requirements of the customer service charter. This means the role will require good communication with all departments to ensure the customer is happy.

Key Skills, Knowledge and Attitudes Required

  • Must be able to demonstrate a track record of efficiency and very high standards across all aspects of Administration
  • Must have very good written and spoken English
  • Must have excellent skills in Microsoft Office as well as extensive knowledge of the sales order and sales invoice modules on sage. The role is also developing to involve extensive use of Sage 200 CRM so detailed knowledge of this online software is also a must have.
  • Must have a keen eye for detail as the role includes checking documents and figures that have a significant impact on our credibility with the customer
  • Must be highly organised, ambitious, approachable, pro-active, positive, co-operative and flexible, with a ‘can do’ attitude
  • Must be prepared to ‘go the extra mile’ to meet the requirements of the customer service charter, ensuring no customer is left uninformed or unhappy before leaving at the end of the day

Main Purpose of the Job

Ensure that:

  • All orders are processed in a timely manner, ensuring customer receive their order in line with the guarantees made by the company and if these promises are not met, ensuring the customer is well informed of any issues the same day.
  • Sales order performance is reported to the rest of the company on a regular basis
  • Any customer complaints, product damages, faulty goods and warehouse errors are recorded, maintained and reported to the customer service and operations department in the weekly customer service meeting
  • Customers are dealt with in a timely manner with a positive and friendly attitude
  • The key principles of the customer service charter are upheld
  • The administration of sales and customers is kept up to date
  • The manager is provided with sufficient information in order to make decisions concerning customer requests or queries
  • Administration support is provided to the finance, operations, sales, product and marketing departments in busy periods
  • Anything of importance is communicated to sales reps both verbally and through the Sage 200 CRM software so that all staff inside and outside the office are aware of their customers’ needs

SALES ORDER PROCESSING

  • Prioritising orders before entry, ensuring we meet our key account and gold customers’ needs before all others, whilst ensuring that the warehouse can continue to work efficiently and are not held up in waiting for large orders to be entered
  • Decide on the most efficient method of entering orders onto sage depending on how it has been submitted to the office and allocate orders for stock control assistant to enter each morning
  • Entering orders on the Sage 200 system in a timely and efficient manner.
  • Allocating stock in conjunction with the stock control assistant in order to ensure stock is allocated to priority customers and shared fairly or in line with reps requirements if insufficient stock Is held
  • Liaising with operations department about product availability and future delivery dates to be used on order entry
  • Managing all orders from proforma customers
  • Release orders to despatch, ensuring they have sufficient work throughout the day
  • Provide acknowledgement of orders to all customers who require them
  • Undertake the sales invoicing at the end of each day

SALES ORDER REPORTING

  • Produce daily orders booked report and distribute to all sales reps and managers by email each day
  • Produce summary orders booked report and distribute to all sales reps and managers by email each Friday and on the last working day of each month
  • Maintain and issue the forward order book to all senior staff within operations and customer services each Wednesday, Friday and on the last working day of each month
  • Maintain and produce reports for weekly customer service meeting on customer complaints, product damages, faulty goods and warehouse errors to a high standard
  • Maintain credit holds and proformas lists and communicate with finance assistant to ensure the list is up to date and goods are not released until accounts are within the agreed credit terms

DIRECT CUSTOMER SERVICES & COMMUNICATION

  • Provide excellent customer service at all times internally and externally, in line with the company’s Customer Service Charter
  • Process all customer catalogue and printed material requests with the materials supplied by marketing department
  • Ensure that all information provided to customers is in line with the latest specification provided
  • Process all customer image requests to the standard required per customer whether that means providing them a link to retrieve images themselves or preparing and sending images at their request
  • Process all new line forms and customer information requests as required, for all requests with the exception of custom or bespoke products.
  • Develop a good level of product knowledge and use this to efficiently and accurately handle customer queries
  • Answer all customer complaints and resolve queries within 24 hours of being received
  • Raise credit notes where customer complaints have resulted in the need to refund the sale
  • Acknowledge any customer complaints or queries that can not be resolved within 24 hours of being received
  • Record all communication with customers on Sage 200 CRM and communicate important issues or requests directly to the relevant sales rep
  • Efficiently communicate information to customers concerning potential alternatives to out of stock lines and information provided by marketing department on transition and discontinued lines
  • Promote catalogues, seasonal products and offers to customers during telephone conversation or at suitable points in communication with customers
  • Contact UK customers before despatching orders of less than £50 for additions in order to minimise order to freight ratios
  • Contact export customers who have stock allocated after a container is delivered to offer the opportunity to make additions in order to minimise order to freight ratios
  • Acting as the primary contact for distribution provider and contacting them to resolve all disputes and queries for customers who are unhappy with the service provided

ADMINISTRATION AND OFFICE DUTIES

  • Sharing the responsibility of answering incoming calls within 3 rings on the main line with the finance assistant and stock control assistant
  • Answering the phone of the stock control assistant within 3 rings when they are not at their desk
  • Ensuring all despatch and sales order paperwork is matched up and filed by the end of each week
  • Identifying shortages of catalogues in the office and printing or notifying the marketing department or warehouse team leader of any that need replenishment

Job Type: Full-time

Job Location: Bournemouth, BH11

Required experience:

  • Sage 200: 1 year
  • B2B Customer Service environment: 2 years

If you feel that you have the experience and skills necessary, please forward your CV with covering letter to Andrea Di Francesco, Head of Operations, andreadifrancesco@creativepartyltd.com.

Closing date: 16th June 2017

Sales Executive – Central and Northern England

Creative Party /Anniversary House are one of the UK’s leading suppliers of Party Products, Foil Balloons, Luxury Napkins and Cake Decorations to the retail and wholesale trade. The company which is located in Bournemouth is privately owned.

Remuneration: Competitive Basic salary, generous monthly commission scheme, annual bonus, car allowance, laptop, iPhone and pension

Job Description

  • Reporting to the Sales Manager
  • Manage existing account base optimising sales and margins
  • Business development in homeware/hardware/cookshop/gift shop/card shop/garden centre
  • Achieve and ideally exceed sales targets as advised by the Sales Manager
  • Keep buyers updated with new releases, promotions and offers
  • Manage customer credits/queries
  • Attend trade shows

The ideal candidates will:

  • Have retail or field sales experience and be looking to develop or advance their sales career
  • Excellent communication skills – oral and written
  • Computer literate – sound knowledge of Microsoft Office
  • The ability to work both independently and as part of a team and take ownership and accountability of results
  • Based from home
  • Be based in the M, CW, DN, S, SK, ST or DE postcodes but we will consider applicants from other areas.

If you feel that you have the experience and skills necessary, please forward your CV with covering letter including current salary to Susan Russell, Sales Manager, susan@creativepartyltd.com