Administration and Customer Service Specialist

September 14 2020

It’s an exciting time to join our company! Established 25 years ago we are a world-leading provider of life-like manikins and training aids to rescue training experts worldwide: Fire & Rescue Services, Paramedics, Ministry of Defence, Airports, National Lifeboat Institutions & Coastguards, Offshore operators and a multitude of International Search & Rescue organisations.

Based in Corwen in rural North Wales, over 70% of our business is exports and we sell into more than 50 countries worldwide through a network of Distributors and directly to end-users.

In 2018 we won the FSB award for Welsh exporter of the year and this year we’ve won the Queen’s Award for Enterprise – International Trade.

In response to growing global demand and structured investment we have experienced rapid growth over the past few years and have in place plans to double the size of our business again in the next five years.

To support the existing team to achieve this plan we are now looking to recruit an Administration & Customer Service Specialist; supporting the operational transformation and to build on our excellent customer service that all our valued customers and distributors experience.

With proven experience in customer service (and sales) combined with an in-depth knowledge of MRP / ERP systems, you will be keen to develop the next phase of your career and take operational responsibility for order processing, material purchasing, customer service and data management whilst also being a key person supporting the deployment and operation of the new MRP / ERP system. You will report directly to the Head of Operations and work closely with our Dispatch Manager.

Having gained an understanding of current operations, our products, our customers and our plans for the future, the successful candidate with quickly learn and feel at ease within the customer service and dispatch elements of the role. The successful candidate will be a key person in the successful implementation of our new MRP / ERP system.

THE ROLE:

You will deliver excellent customer service levels across all areas of the organisation from requests for quotation and material purchasing through to quality control and dispatch management. You will ensure (with the support of the team) that the product database is accurate and compile production specifications to issue to the factory via the new MRP/ERP system.

You will bring energy and enthusiasm to the role.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Use your high level of product knowledge to handle telephone and email enquiries.
• Demonstrate an exceptional and professional telephone manner when dealing with customer, supplier & distributor enquiries.
• Complete request for quotations accurately and responsively.
• Customer feedback and service level tracking.
• Support the factory team through the ISO 9001 Quality Management system by ensuring data, records(are) and information is complete, accurate and fit for purpose.
• Support and assist in the delivery of new operating system with data entry and procedures combined with on-going maintenance and use of the system - rapidly becoming a key user of the Ruth Lee operating system by processing and maintaining purchase orders, data records, product costings, configuration and operation of the system.
• Support the embedding of processes and systems that enable the effective operation of the organisation through the implementation of the Ruth Lee MRP / ERP operating system.
• Liaise with the Dispatch Manager and Head of Operations to deliver excellent customer service to our customers (both domestic and international) through telephone and email communications by processing customer requests for quotations, enquiries, sales orders and dispatch manifests.
• Deputise for the Dispatch Manager in periods of holiday and absence and complete dispatch duties as required.
• General administrative tasks including collating time and attendance data, stationary management, product costings, production documentation, dispatch records, purchase order management and invoice matching.
• Support and develop systems and process’ to increase administrative efficiency.
• Periodically collate performance data in the key areas as required.
• Work in a way that supports the Ruth Lee Ltd Values; Maintain a positive outlook and working environment where you feel motivated and able to work to your best.
• Excellent competency in both IT/computer systems delivering excellent customer experiences.
• You will be expected to meet key performance criteria across all areas of customer service, order management and dispatch whilst also being part of the successful implementation of the new ERP/MRP system.

VALUES

You will have a strong set of ‘family values’ that inform the way you conduct yourself daily. These will include being dependable, trustworthy, resilient and purposeful.

You will bring energy and enthusiasm to the role.

SKILLS

You will be highly skilled having proven experience in systems, customer service/sales and dispatch. You will have an excellent and professional telephone manner; you feel at ease talking to our customers, suppliers and distributors - supporting them in with your product knowledge to guide them through the training solutions Ruth Lee Ltd provide.

You see the importance of systems and procedures whilst having the ability to react and adapt to evolving customer requirements. Prioritisation and planning skills are essential in the role to deliver both exceptional customer experience and efficient operation.

You will have a talent for data accuracy and error-proofing combined with the ability to quickly build meaningful rapports with both internal and external customers.

Displaying a high level of ownership, you be accountable for the delivery of routine tasks and react to the daily objectives that arise. You will thrive on a level of autonomy within the role and seek opportunities to develop your skills across many areas of the Organisation.

Skills in Purchasing and Dispatch would be highly valued as part of your application.

THE REWARD

We want to recruit the right person to support the Operation and come with us on the journey for at least the next 5 years. We are offering a competitive salary (dependent on experience) plus a performance-related bonus.

HOW TO APPLY

Please apply in writing by sending your CV and a covering letter that includes details of your current remuneration to Darren Griffiths Head of Operations (darren.griffiths@ruthlee.co.uk) by 30th September 2020.