Customer Operations Executive

Company Description

With over 25 years’ experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.

Our Mission:

To continuously optimise our partner’s distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.

Our Vision:

To create value and make a difference

Our Values:

Creativity & Imagination

Passion Energy & Ambition

Hire & Retain the Best

Leadership

Teamwork

Respect

Excellence

Position

The successful candidate will be responsible for supplying the highest level of support to the Fónua Customer Operations team. Building and maintaining strong relationships within the team and with other departments within the company to ensure a superior quality of service is provided is key to this role. You will be working as part of a strong customer centric team dedicated to providing a professional and efficient service to all our customers building strong relationships. The successful candidate must possess a high level of initiative, attention to detail and have the ability to prioritise workload.

Requirements

Main Responsibilities are not limited to but will include:

• Creation of sales orders from current customer base, account managers and sales team with end to end management of orders
• Supporting new customer on-boarding process
• Handling day to day Customer queries ensuring all customers’ needs are met and managed correctly
• Handling sales queries ensuring all customers’ needs are met and managed correctly and efficiently
• Compiling stock requests from sales team and co-ordination of PO requests
• Quality Control Management of the orders processed
• Call, Email & Ticket query handling
• Responsibility for Customer communications 
• Liaise and co-ordinate with internal departments to resolve daily issues
• Daily monitoring, management and maintaining of customer back orders providing daily updates to all relevant customers
• Responsible for escalating all queries going outside of service level to Manager
• Meeting administrative and targets as set by Manager
• Ensure all Service levels are achieved and exceeded
• Communicate effectively with customers
• Cross training functions within the team and company where necessary
• The ideal candidate will be expected to carryout additional tasks as required.

Ideally you are educated to a third level standard in a business related discipline and you will possess the following attributes:

• High level of initiative and attention to detail
• Ability to prioritise workload
• Excellent administrative skills
• Proficiency in MS Word, Excel, Windows
• Ability to work under pressure within a team environment
• Ability to meet deadlines and targets
• Self-motivated individual with drive, enthusiasm and commitment
• Excellent organisational, analytical and time management skills

Other information

Company Benefits:

Pension Scheme

Bike to Work Scheme

Gym/Wellbeing Contribution

Employee Purchase Scheme

Phone Repair Discount

Educational Assistance Program

Company Events

Free Parking