Job Description

Location

Brett Martin Daylight Systems, Sanford Close, Aldermans Green Industrial Estate

About The Role

This role is crucial for delivering exceptional service to customers, ensuring smooth processing of quotes and orders, and acting as a key link between customers, production, and transport. The role includes:

• Customer Interaction & Enquiries: Proactively manage multi-channel customer enquiries, aiming for complete and timely responses within KPI targets, and striving for first contact resolution to enhance satisfaction and efficiency. Resolve order discrepancies, delivery issues, and product-related queries promptly.
• Order & Quote Management: Accurately process customer quotes and orders into the system and issue order confirmations within defined KPI timeframes, maintaining a ‘right first time’ ethos to ensure precision and efficiency.
• Production Liaison: Coordinate with production teams to confirm lead times, capacity, and any special requirements.
• Transport Coordination: Work with the internal transport department and partners to schedule deliveries, resolve delays, and keep customers informed.
• Technical Assistance: Provide first-line technical support, helping customers understand product specifications and troubleshoot common issues.
• Complaint Resolution & Claims Handling: Take ownership of customer complaints from recording to resolution, delivering outcomes within KPI targets and managing expectations with transparency and care. Facilitate claims and credits while engaging internal and external stakeholders to ensure seamless problem-solving.
• Relationship Management: Build strong, lasting customer relationships by delivering consistently professional and courteous service, reinforcing trust and loyalty at every touchpoint.
• Documentation & Reporting: Maintain accurate records, update CRM/ERP systems, and support internal reporting requirements.
• Continuous Improvement: Drive and support continuous improvement efforts to streamline processes, boost efficiency, and deliver an exceptional customer experience.
• Data Protection Compliance: Ensure full compliance with data protection regulations, upholding the highest standards of confidentiality and integrity in all customer and business data handling processes.
• Company Values & Leadership: Consistently exemplify Brett Martin’s core values and customer-first principles by modelling professional behaviours, fostering a culture of excellence, and encouraging best practices across all interactions.
• Ad-Hoc Support: Flexibly support wider business needs through the completion of ad-hoc tasks, including reception cover and other duties that contribute to smooth day-to-day operations.