Administrator

General Purpose & Requirements of The Job

Purpose of The Job

As part of the Energy office team, the role of the Balcas Energy Administrator will involve supporting the Customer Support Team Lead in managing customer relationships. This will include phone calls to and from customers, processing orders, dealing with customer queries and complaints as well as supporting the field sales team. The role will also entail administering the complete order-to-cash process for Balcas Energy customers – ensuring that all orders are managed effectively to meet agreed delivery dates and quantities. The role will also involve ensuring customer specific requirements such as reports and feedback etc are completed.

The role will also consist of scheduling wood pellet deliveries to customers and ensuring that customer access, time windows, routing constraints and driver hours are taken into consideration. General administrative duties such as filing, recordkeeping and maintenance of data will also be required. There will also be a requirement to assist in other areas of the organisation when needed.

Key skills & Requirements

Key competencies

·        Excellent knowledge of Excel, email and word

·        Strong organisational and analytical skills

·        Excellent Customer Service skills

·        Excellent communication skills - both written and verbal

·        Excellent numerical skills

·        Hands on and flexible attitude

·        Ability to work under pressure and multi-tasking

·        Ability to make decisions under time and resource constraints – good time management

·        Must demonstrate respect and professionalism when interacting with others

Desirable

·        Experience of working in Transport, Distribution, Freight, Logistics etc

·        Previous Scheduling experience

·        Good geographical knowledge of the UK and Ireland

·        3rd level qualification, ideally in a business-related subject

·      Customer Care skills

·      Communication

·      Organisational skills

·      Problem solving

·      Decision making

·      Team work

·      Time management

·      Business understanding

·      Result focused

·      Continuing to learn

·      Planning and organising

·      Proactive

Key Responsibilities

1.       Customer Support

• Receive and process wood pellet orders and process payments
• Respond to customer enquiries related to Wood Pellet deliveries
• Recommend appropriate products/services/plans to customers by providing clear and accurate information with a confident and positive attitude
• Outbound calling to customers during promotional campaigns
• Maintain regular communication and provide routine updates to ensure that all customers are kept fully informed of the progress of their orders
• Provide an excellent service to customers who have complaints or complex/escalated issues
• Maintain and update customer database with accurate information

2.      Administration Support

·        Assist in establishing and maintaining administrative processes and procedures

• Manage sales order processing function from order receipt through to invoice and delivery
• Liaise daily with relevant parties to ensure that orders are invoiced correctly, and the customer receive correct documentation

·        Monitor customers at risk of runout

• Assist the Credit Control Department where required to ensure that sales invoices are issued and settled in accordance with the company’s terms of business

·        Reconciliation of third party and internal transport costs

·        Assist with other administration duties when required

3.      Scheduling

• Use of internal software to schedule efficiently, utilising driver & truck resources ensuring customer orders are met whilst optimising routes
• Management and reporting of inventory in depots ensuring stock levels are accurate
• Liaise with credit control in order to ensure loads can be released

·        Liaise with drivers with regards to deliveries and rescheduling failed deliveries to utilise stock in transit

·        Liaise with third party hauliers to ensure capacity requirements are met

·        Accurate communication of scheduling and delivery details to customers, hauliers and other third parties

·        Manage, report and investigation of failed deliveries and other transport issues

4.      Sales Support

·        Support the external sales function and assist with marketing initiatives

·        Carry out effective telesales and mailshot activity as directed by the commercial team

5.      Other Duties

·        Other duties as required by the business

·        Collaborate with other departments in the business