Customer Service

POSITION: Customer Service REPORTING RELATIONSHIPS: Branch Manager FUNCTIONAL RELATIONSHIPS: Branch Team, Internal and external Despatch, Customers, Suppliers, Finance, Procurement, Support Teams LOCATION: DATE EFFECTIVE: Objective Main Objective of the Position To provide customers with excellent sales service and maintain Branch Performance Standards. Key Areas of Responsibility Customer Service and Sales Support · Provide sales support for all branch customers. · Liaise with Internal Sales teams for contract sales fulfilment as appropriate. · Ensure interactions with customers meet Hynds service standards. · Develop and maintain productive relationships with customers. Administration Support · Complete administration tasks as required as per Branch Performance Standards including taking responsibility for correct invoicing, inventory receipting, credits. · Support/backup for other department members. · Communicate updated product knowledge. · Follow credit control procedures. · Complete banking and processing credits on a daily basis. · Reconcile cash and trade sale accounts. · Monitor debtor’s accounts, as required by the branch manager credit department. Product Knowledge · Must be an expert in the product knowledge to help provide advice, solutions and resolve customer queries · Ensure to master every feature and benefit of each product. Branch Appearance · Ensure all areas of the Branch including the presentation and maintenance, is of a high level as per the Branch Appearance Standards. Yard Stock Control · Build and maintain internal relationships with procurement and demand management teams. · Ensure the branch operates in line with Branch Performance Standards · Maintaining suitable stock levels in the yard. · Participate in stocktake, the lead up to stocktake and cycle counts. · Stock adjustments if instructed. · Correctly identify and code product. · Follow credit control procedures. · Filing out dockets/credits/checking dockets/pricing of dockets, and that are all dockets are initialled. · Complete customer deliveries as required. · Maintain a high level of cleaning and tidiness compliance in all planned work areas and ensure product is correctly and safely placed. · Ensure the yard is maintained regularly. · To accurately complete all your duties on time to a high standard of safety and quality. · Effectively coordinate with all other team members. · Ensure appropriate use of all equipment and assets. Site support/Maintenance · Regularly operating the forklift to move product around the site · Check the daily report is completed each morning for the forklift · Report any defects · Receive inwards goods · Keep the forklift in good working condition through maintenance and cleaning · Support other site/yard staff as required · Ensure all tools are cleaned and returned to the stores or are safely secured and put away. · Understanding and using 5S methodology. Safety, Health and Environment · Maintain a safe system of work for the workplace. · Proactive approach to emerging unsafe conditions. · To comply with safe working practices as per job safety environmental assessments (JSEA’s), and safety operating procedures. · Alert employees to specific hazards. Give particular attention to new employees. · Ensure you wear all necessary PPE and operate in a safe manner. · Ensure you communicate near miss, incidents and hazards through our online system Vault or directly to your Line Manager Quality · To maintain high standards to ensure quality work is carried out correctly and to the highest standard. · To demonstrate that products meet the requirements of the customer. Efficiency · To achieve the planned outputs. · To assist the group as delegated. · To control your time at commencement, during and completion of the shift. People Communication · Assist in the communication process e.g. at pre-starts and Tool Box Meetings. · Communicate to the team. Planning · Ensuring pre-start requirements are strictly adhered to. Continuous Improvement · Explore ways within the team environment to improve current systems and processes. Training · Complete on-going upskilling and training as required. · Assist in training new employees. Other Duties · Duties may be varied from time to time consistent with the employee’s training and skills and such varied duties are to be performed to standards that will be specified as required. Hynds Values A Place Where People Matter · Passion is encouraged and our contribution matters · Heading home safe and well at the end of each day is everyone’s priority · Ongoing development for individuals and company growth · Care for each other Do What’s Right · Work together and play to our strengths as one team · Innovate and think creatively for continual improvement · Stand up for what’s right with the courage to change · Own our actions Connect With Customers · Deliver positive change with industry leading sustainable solutions · Add value through quality, innovation, service and technical expertise · Honest and transparent relationships founded on trust and credibility · Act with integrity for sustainable and profitable success Environmental, Health Safety Key Areas of Responsibility · Taking personal responsibility for the safety and health of themselves and others · Reporting all work-related hazards, near misses, injuries and illnesses within 24 hours · Never interfering with or misusing equipment, machinery or any other items supplied at work · Following workplace safety rules and safe practices, including wearing personal protective equipment (PPE.) · House Keeping - To ensure your workplace, tools, equipment is regularly kept cleaned and maintained in its original condition at the end of your working day. · To ensure Hynds has all Environmental, Health and Safety (EH S) systems implemented and maintained to a level the relevant legislation dictates or higher. · To encourage the culture within the organisation of every person taking responsibility and demonstrating that good environmental, health and safety practices are essential if hurt and harm are to be avoided in the workplace and environment. Key Attributes Excellent Customer Service · Excellent customer service skills are paramount to ensure a strong customer relationship and that all customers’ needs are met. · Credible with internal and external stakeholders Results Oriented · Has passion/focus on results. Can demonstrate ability to change the result themselves and takes accountability for result. Decisive and Intuitive · Takes accountability for making things happen. Can make decisions and implement them effectively. Team Player · Flexible, reliable and customer focused. · Communicates effectively with the wider team and operates in a professional, respectful and supportive manner. · Shares openly and willingly and is an active participant. · Operates efficiently, effectively with passion and determination, demonstrates a positive attitude, comments, and delivers on promises. Technically Competent · An advanced knowledge of Hynds products and application knowledge is important, as is an understanding of how products work together to form solutions. · NZ driver licence full class 1 and F endorsement. Commercial Acumen · Can demonstrate business acumen and speak in clear business language. · Is business smart and understands the key levers that drive business performance. · Understands the value of our package, products, and solutions and to create long term returns on investments. Accurate With Detail · Ensure customers’ orders are correct, and branch performance standards are met. Integrity · Supports the organisation, keeps commitments, always behaves in an honest forthright manner Handle Pressure · Able to co-ordinate multiple tasks and deliver to expectations · Customer needs must be professionally met during very busy times. Health Safety · Practical understanding and experience of health and safety standards · Operates in a manner that risk of harm to pe