Job Description: Warehouse Operator
This is a very important role within the business operation and the need to be accurate and of a meticulous nature is a pre requisite for success within this role.
Reporting to Operations Manager
Responsibilities
To include but not limited to: -
• To process engineers parts for works orders and ensure all parts are collated for the end of the week
• Carry out stock perpetual stock takes
• Carry out repairs to a variety of Sports Equipment that has been returned for repair.
• To ensure workshop, warehouse, yard and frontage is clean and tidy at all times
• Receive, inspect goods inwards and perform correct procedures
• Despatch of goods to customers and suppliers
• To attend weekly service meeting and Thursday and Friday paperwork meetings
• To ensure paperwork is completed correctly and paper trails are followed
• To support Operations Manager and service manager in their roles when absent
• Maintain safe working environment both on site and at our premises
• Carry out any works at our premises as required
• Ensure customer and personal safety at all times
• To abide to company rules, Health and Safety and quality policies
• To report any failures, property damage, incidents directly to Operations Manager
• Carry out all reasonable tasks, requests or projects as requested
• Occasional night away may be requested to provide support to engineers or the company
Job Description: Service, Maintenance and Repair Engineer
(Reporting to Supervising Engineer and Service Department)
To fulfil this role you should demonstrate a high level of attention to detail and have good practical skills. You will need to be personable and have good customer relation skills as you will be the face of the company to our customers. You must be willing to travel and stay away as necessary within the UK (between Mondays-Fridays) to fulfil the role of Service, Maintenance and Repair Engineer. You must be efficient and organised in your work, have reasonable computer skills and be willing to learn. A friendly and flexible outlook with a willingness to go the extra mile for the team and for our customers, are key to being successful in this role. You must be a team player and be able to carry out clear instructions to continually raise the standards of processes within the Engineering Team.
Responsibilities
To include but not limited to: –
• To promote a professional company image
• Carry out service/inspections to a variety of Sports Equipment as instructed and as per training given
• Carry out repairs to a variety of Sports Equipment as instructed and as per training given
• Ensure vans are fully stocked at all times with a selection of spares that may be required, following correct van stock processes.
• Maintain well being of company vehicles as instructed at all times in company handbook
• To ensure customer satisfaction of service offered, to make contact with correct contact on site at each service visit to build customer relations, to go over works carried out or recommendations made to ensure customer is clear and happy
• To follow correct computer reporting processes as per training given
• To follow correct reporting process for returns, ie. jobs not done or completed against run sheets, or lateness for an appointment – always call the office and let the site know
• To ensure briefing processes are followed correctly and job parts are checked against corresponding job sheets
• Carry out any works at our premises as required, to work offsite at various locations throughout UK and stay away as necessary between Mondays-Fridays
• To always wear company clothing, appropriate PPE, never smell of alcohol, cigarettes and present a clean, smart image
• Maintain safe working environment both on site and at our premises
• Ensure customer and personal safety at all times
• To abide to company rules, Health and Safety and Quality policies
• To report any failures, property damage, incidents directly to department manager
• To follow correct process for reporting of accidents
• Carry out all reasonable tasks, requests or projects as requested
• To follow instructions as given by department managers/supervisors
• To ensure correct use of company funds/credit/fuel cards at all times
• To follow procedures for company phones
• To ensure correct tools, materials, PPE and sundries to complete jobs are carried at all times and in good condition.
• Ensure employee handbook has been read and understood fully.
• Always avoid using bad language both on site and at our premises
• Always refer to the customer as Mr, Mrs, Miss
• Always behave respectfully with Customers, Managers, colleagues, warehouse, accounts and office staff and never make a promise we cannot keep
Key Tasks
• Carry out service, maintenance and repair work as required with a positive outlook and can do attitude
• Follow office and warehouse processes relating to all aspects of your work, showing respect to all staff and colleagues
• Go over work carried out on site for inspections, recommendations and repairs to ensure customers are happy with your visit
• Be prepared to travel and stay away as necessary to complete your work and always look for opportunities to improve standards
• Report any issues as per company policies to your supervisor
Job Description: Customer Service Administrator – General
(Reporting to Head of Service)
To fulfil this role you should demonstrate a high level of attention to detail. You will need to respond to customers quickly as you will be the customer’s first port of call and customer service will be paramount. You must be a team player and be able to carry out clear instructions to continually raise the standards of processes within the Service Department.
Responsibilities
To include but not limited to: –
• Responsibility for raising service orders and authorised call outs as requested by Confirmers, Assistant Manager and Manager of the Service Department marking the sales order number onto the contract spread sheets.
• Support Logistical Planner as instructed to prepare, email and send Regional Engineer paperwork.
• Support Confirmers and Logistical Planner as requested by Assistant Manager and Department Manager to ensure Department targets are met.
• Reach clearly identified targets set for you.
• Support Assistant Manager with the Returns Analysis procedures as required.
• Support Confirmers by assisting them with dealing with queries as instructed.
• Follow company procedures correctly including: record keeping and filing, CRM processes, raising service orders and call outs, following queries.
• Be responsible for answering the phone first within the department and directing calls as appropriate.
• Support Confirmers as instructed for paperwork checking processes to prepare engineer files.
• Under leadership of the Logistical Planner ensure Engineer file preparation for run-sheets, job and additional paperwork are completed within set time parameters and that files are ready in the meeting room for 2pm Thursday afternoon checks.
• Work closely with team members to be effective in helping reduce the return figures, meet paperwork targets, and constantly improve customer service.
• Be a pivotal member of the Service Department team enabling the department to reach and exceed clearly set targets for confirmations, diary value and returns percentages.
• Always follow high levels of customer service.
• Be positive and motivated in your approach, providing support to all within the Service Team as well as the Service Department Manager and Assistant Manager.
Key Tasks
• Raising service orders up to date (adding order number to contract spread sheets) and authorised call outs passing sales orders back to Confirmers for checking.
• Answering the phone first within the department and directing appropriately.
• Follow CRM process correctly without fail.
• Follow instructions from Confirmers with regard to paperwork checks and query dealing.
• Follow instructions from Logistical Planner with regard to Engineers file preparation and Regional Engineer processes for email and posting of work.
• Follow instructions from Assistant Manager and Manager of the Service Department for specifically requested tasks.
March 2011 Newsletter
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Customer Services
We believe in good old fashioned customer service and are happy to answer any queries regarding sports servicing,sales and installations.
Please contact the relevant department:-