Operations Assistant (Customer Support) – Three months Fixed Term Contract

Chelsea Technologies is a market leading environmental sensor company working in a variety of industry sectors, including green shipping, marine science, water quality, defence and agritech. It is an exciting time to join the company, as it grows its customer support  functions. We are looking to recruit an Operations Assistant with experience of customer support within an engineering/manufacturing environment.   You should be familiar with ERP and CRM systems (full training will be provided). Strong planning and organising skills are essential for this role as is an ability to communicate with colleagues and customers. You should be tenacious/results oriented and have a ‘can do’ attitude.

Principal Responsibilities

Assisting the Sales & Repairs Administrator with all aspects of the customer support department, including but not limited to:

  • Administration and coordination of technical and field support.
  • Return material authorisation (RMA) processing.
  • Warranty returns and remote support.
  • Service and calibration requests.
  • Entering data and processing transactions onto the companies ERP and CRM systems.
  • Processing imports and exports and Export Controls compliance administration.
  • Repairs administration.
  • Service quotation preparation.
  • Keeping customers regularly informed on order and service progress and status.
  • Answering calls and responding to emails from customers.
  • Entering, updating and maintaining support tickets.
  • Helping to close out actions within support tickets by coordinating and progressing responses from other departments, colleagues and suppliers to customer requirements to satisfy support tickets.
  • Compilation and reporting on key performance indicators and target service levels.
  • Supporting minimal paper / maximum digital office environment with scanning and file maintenance of documents.

Qualifications

  • Preferred: Educated to A level standard, ideally having studied a Business-related qualification

Knowledge

  • Understanding of supply chain management, after sales service and order fulfilment processes – essential

Experience

  • Strong experience of using customer relationship management software – essential
  • Proven experience in customer support, ideally within an engineering/manufacturing environment
  • Experience of ERP systems (Syspro very highly desirable, otherwise major systems such as SAP, Oracle, Dynamics etc.)
  • Microsoft Office skills (in particular, pivot tables, VLOOKUPs and charts within Excel)
  • Experience within a commercial environment for engaging with a wider team outside of own department to progress, pursue and secure closure of actions in a timely manner.

Personal Skills

  • Excellent analytical skills
  • Personal drive and enthusiasm
  • Strong planning and organising skills
  • Proven communication skills both verbal and written
  • Good ability to work with others
  • Tenacity to delight customers and exceed customer satisfaction expectations.
  • Results oriented with the ability to influence and encourage colleagues and supply partners to achieve deadlines and target service levels / response times.
  • Strong level of numeracy
  • Attention to detail
  • Inquisitive by nature with a desire to understand how individual processes impact the wider Company context and how they can be improved
  • Proven ability to communicate and collaborate with engineering, manufacturing, logistics and, colleagues at all levels within an organisation
  • Self-motivated
  • Ability to focus and close out key tasks whilst also dealing with interruptions and changing priorities.

Dimensions & Scope of the Role

Team:                              No direct team members.
Office Base:                    Based at the Company’s offices
Travel:                             No travel is expected

Package

Along with a competitive salary, Chelsea offers a quality pension Scheme, life assurance and 25 days annual leave plus public holidays.

Hours

The role is normally 37.5 hours Monday – Friday 8am-9am – 4pm-5pm with our ‘flexi-hour’ start and finish options and 30 minutes for lunch.

Security Clearance

Candidates must be suitable for security clearance via MOD UKSV.

NO AGENCIES PLEASE

How to apply

Please apply by sending a copy of your CV and a covering letter,  detailing how you meet the above criteria, to ekeegan@chelsea.co.uk using the subject line Operations Assistant (Customer Support) plus your name. Please include details of salary expectation.

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