A customer service administrator job normally requires a person to interact directly with a customer on some level. The interaction can be on the phone, via e-mail or telephone, or even in person. Typical duties of a service administrator are to help customers process their purchase orders and track their orders, to promote communications, and to maintain professional alliances with customers, including getting management support when necessary. Hourly wages typically average between £7 and £9 for this position.
Customer service administrators (CSA) communicate with customers on the phone, in e-mails, by facsimile, by hard copy correspondence, and sometimes in person. A company uses a customer service administrator to act as the conduit for communications as a representative of the company. The CSA is the voice of the company.
Part of a customer service representatives’ job is to administrate orders. This could mean entering a customer’s purchase order into the company’s electronic order management system or MRP (Material Replenishment) system or verifying it has been entered correctly via data entry or electronic transfer.
Order Expediting and Deferrals
Another part of the CSA's job is to modify the schedule of work based upon customer demand. Sometimes customers need their product earlier or later than originally requested. The customer service administrator will listen to the customer and modify the order schedule based upon the customer's needs.
Because the job of the customer service administrator is to manage the service that a customer receives, sometimes relationship building activities include face-to-face meetings. Other times, rapport is established through long-term relationships and building win/win contracts over the phone. The important thing is that the customers feel that they are listened to and valued.
Voice of the Customer
Part of the service administrator’s job is to act as the voice of the customer back to their employer, the vendor. Management relies on the administrators to provide them with feedback when customers are happy and when they are not. They also rely on the administrators to provide them with industry news and customer requests for new designs and products.
The tangible skills are the ability to communicate in a positive, non-threatening and professional manner, accurately and on time. Most situations will require basic language skills, the ability to type, work a phone and/or computer system and be organised. The intangibles are fostering positive relationships internally and externally, listening critically, diffusing frustration, negotiating, and generating ideas that promote a win/win outcome.