Customer Service Representative

Posted: 17th April 18 | Closing Date: 27th April 18

Job description

Main Job Purpose:

The Customer Service Representative will take primary responsibility for handling the body of customer issues and complaints received by George Barnsdale, from point of order until the end of the warranty period. They will also communicate closely between internal staff and customers, to ensure customer expectations are managed and met/exceeded wherever possible.

Main Duties of Role:
• Offer outstanding customer service taking care of any customer feedback (praise, questions, issues and complaints) quickly and effectively. This will include:
o logging feedback received
o routing the case correctly
o updating customers
o negotiating with customers (with support from management)
o setting up appointments
o making arrangements for the remedial engineer
o updating cases with cause, responsibilities and costs
• Liaise with all George Barnsdale teams to ensure customers are fully informed and properly served.
• Assist with order processing as required to streamline the customer experience.
• Send and update the warranty registration forms on all new orders.
• Ensure adherence to customer service processes and procedures.
• Own and update customer service KPIs and objectives.
• Develop working knowledge of industry standards and practices, including product details and company services offered.
• Provide support to other functions within the team, as and when required.
• Demonstrate the company values.
• Observe all safety rules and procedures, ensuring that the work area, equipment and materials are left in a safe state; and that reasonable care is taken for the health and safety of all fellow employees and any other persons within the work area.
• Work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within their area and across the wider business e.g. reduction of waste, recycling etc.
• Carry out and comply with all company policies, procedures and instructions and any other reasonable duties deemed necessary by the company.

Essential Requirements:
• Strong experience in direct line customer service
• Experience in handling customer complaints and ability to negotiate outcomes
• Experience in making appointment bookings
• Administration and data entry experience
• Excellent communication skills
• Strong organisational skills
• Ability to multi-task
• Excellent IT skills (training on bespoke software will be provided)

Desirable Requirements:
• Experience of dispute resolution
• Knowledge of customer service principles and techniques
• Technical background/qualification
• Ability to understand and communicate technical information
• Experience in customer service in a manufacturing environment would be advantageous
• Experience in using Microsoft CRM

For more information about the position or to apply please contact Vic Robinson our HR Manager either by email or by calling 01775 821921

Contracts Manager

Posted: 17th April 18 | Closing Date: 27th April 18

Job description

Main Job Purpose:

Assist the Sales Director with the running of Barnsdale Windows by project managing won contracts.
The role is part site & part office based (would consider home based) and will require frequent travel to sites
(in company vehicle)

Main Duties of Role:
• Deliver won contracts from large contractors (e.g. Kier and Balfour Beatty, MACE)
• Provide professional customer liaison & service
• Attend and arrange (as appropriate) site visits to discuss projects
• Complete site measures
• Coordinating / helping site team with setting out to datums
• Promote awareness of the customer’s requirements within the Company
• Identify and understand the requirements of the customer and translate them clearly to relevant internal person/team
• Control cost/instructions on projects, liaising with the Administration Director
• Control installation teams
• Control external sub-contractors (e.g. Mastic)
• Control projects to customers programmes – liaising with other internal colleagues
• Assist Estimating team with installation cost
• H&S of Barnsdale Windows (RAMS for site)
• Such other duties as reasonable and appropriate for proper fulfilment of the role.
• Observe all safety rules and procedures, ensuring that the work area, equipment and materials are left in a safe state; and that reasonable care is taken for the health and safety of all fellow employees and any other persons within the work area.
• Work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within their area and across the wider business e.g. reduction of waste, recycling etc.
• Carry out and comply with all company policies, procedures and instructions and any other reasonable duties deemed necessary by the company.

Essential Requirements:
• Background of running construction projects.
• Able to interpret Technical Drawings.
• Flexible attitude
• Good working knowledge of web-based site management software, e.g. Conject, Aconex
• SMSTS (Site Management Safety Training Scheme)
• Supervisory / Manager CSCS Card
• Fully IT literate.

Desirable Requirements:
• Technical sales experience.
• Carpentry & Joinery / Construction Studies.
• H&S Qualification
• Knowledge of timber windows & doors

For more information about the position or to apply please contact Vic Robinson our HR Manager either by email or by calling 01775 821921

Purchasing Manager

Posted: 8th February 18 | Closing Date: 30th April 18

Job description

Main Job Purpose:
The Purchasing Manager is a newly created role and will oversee planning and purchasing of all materials, ensuring that prices and contracts are effectively negotiated and that the quality of goods reflect the requirements of the Group.

Main Duties of Role:
• Supplier management including negotiation of contracts and performance monitoring.
• Develop strong partnerships with supplier base to identify opportunities for improvement with mutual benefit.
• Continuous monitoring of the market and macro-economic climate to ensure that we are managing opportunities and risks effectively.
• Manage stores and inventory, optimising stock items and quantities by forecasting demand and trends in accordance with sales and order schedules.
• Monitor the procurement of parts for orders ensuring they meet delivery requirements and resolve any issues that occur.
• Take responsibility for achieving tight deadlines.
• Oversee the resolution of issues arising from materials and their supply.
• Work with technical colleagues in specifying parts and continuously compare, negotiate and identify alternative products to always get the best possible price.
• Oversee and manage performance of purchasing team including training and development.
• Develop and ensure adherence to purchasing processes, procedures and systems.
• Maintain a network of professional contacts to discover new supply opportunities.
• Demonstrate the company values personally and with your team.
• Observe all safety rules and procedures, ensuring that the work area, equipment and materials are left in a safe state; and that reasonable care is taken for the health and safety of all fellow employees and any other persons within the work area.
• Work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within their area and across the wider business e.g. reduction of waste, recycling etc.
• Carry out and comply with all company policies, procedures and instructions and any other reasonable duties deemed necessary by the company.

Essential Requirements:
• Several years’ experience within a Purchasing / Supply Chain Management role, ideally in a technical environment, with strong negotiation skills
• Proven ability in the management of a small team with effective communication skills
• Previous application of strategic purchasing methods and Supplier performance management
• Ability to build, hold and maintain relationships at all levels with colleagues and suppliers.
• Ability to gather and analyse data

Desirable Requirements:
• Some technical knowledge would be advantageous
• CIPS qualification

For more information about the position or to apply please contact Vic Robinson our HR Manager either by email or by calling 01775 821921