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Form of work
SalaryKerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.
To provide prompt and accurate solutions to customers escalated queries. Correct and efficient management of workload and resource allocation. Maintaining knowledge bases, documentation and acting as a knowledge resource for other MAM staff.
Key Responsibilities:
- Working individually, with other team members and with staff from other departments to investigate and provide solutions or workarounds to customer queries escalated from 1st line.
- Taking complete responsibility for the customers query, managing all communications in order to keep customers informed and satisfied throughout the investigation and solution finding process.
- Utilise efficient use of time and resource together with correct prioritisation in order to maintain workload.
- Maintaining the log with actions taken and provide documentary evidence, as necessary, regarding those actions.
- Identifying re-occurring queries taking the appropriate action with regard to notifying the correct authority in order that a change in product, documentation or procedure occurs to precipitate a reduction in the number of repeat issues.
- Providing a knowledge source for other staff members
- Providing training, training material and presentations to 1st line and other staff members.
- Documenting new issues to ensure knowledge base and staff members are kept up-to-date with new or amended solutions or workarounds.
- Contribute ideas regarding the development of Support Services operations with the aim of continually improving the current service.
- To participate in any training deemed necessary for the post.
- Deploy, configure and provide remote training for MAM’s suite of Business management, eCommerce and Catalog solutions including third-party integrations and modules.
- To participate in providing a report writing service to customers
- To participate in providing document spec creation/amendments to customers
Additional Duties
- Working individually and as part of a team towards the aims and objectives of the company as a whole.
- To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
- Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.
- Buddying of new staff members during training period
- Help out with TL duties in his/her absence
- Mentoring of new staff members
Company Info
Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.
Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
If this role is of interest to you please apply online. We are not Providing Visa Sponsor.
To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.
