Customer Support Administrator

About The Role

This is a 12-month Fixed Term Contract

Training And Work Arrangement

You will work in the office for the first two weeks to complete essential training, equipping you with the knowledge and skills required for your role. After successfully completing your initial training, you will have the flexibility of a hybrid work arrangement, with at least one day a week in the office (typically Wednesdays).

As a Customer Support Administrator, you will play a vital role in collaborating with colleagues and customers worldwide to process orders, warranty claims, and sales lead samples in close coordination with the UK Printing Lab. A key aspect of your responsibilities includes maintaining accurate records and databases to ensure seamless service delivery and timely return of outstanding parts. This position offers an excellent opportunity to gain invaluable experience as part of a dynamic customer support team.

Your key responsibilities will include:

• Global Collaboration: Interact with colleagues and customers around the world to process orders, warranty claims, and samples for sales leads, working closely with the UK Printing Lab.
• Database Management: Maintain accurate information in our databases to ensure timely returns of faulty parts, as well as contacting customers to gather additional details for warranty requests.
• Case Coordination: Act as the first point of contact for incoming cases, managing enquiries about products, services, orders, and complaints. You will ensure these are appropriately prioritized and passed to the relevant colleague or team while delivering consistently high-quality service.
• Prioritization: Use our Customer Relationship Management (CRM) system to organize and prioritize enquiries from colleagues and customers.
• Warranty Processing: Handle warranty requests for parts and equipment by referencing databases, approving or rejecting claims, and ensuring faulty parts are returned promptly.
• Customer Interaction: Contact customers as needed for additional information and to facilitate smooth processing of requests.
• Record-Keeping: Maintain detailed and accurate records of enquiries, interactions, transactions, and actions taken.
• Escalation: Escalate unresolved issues to the appropriate team or manager as necessary.
• Sample and Warranty Orders: Process all sample and warranty orders, coordinating with internal departments to meet customer needs and ensure satisfaction.
• Team Collaboration: Participate in team meetings to address upcoming challenges and collaborate on finding effective solutions.

About You

To be successful in this role you need to have good interpersonal skill and be an excellent communicator. We are looking for an individual with strong organisational and communication skills who thrives in a fast-paced, customer-oriented environment. Some of the key personal attributes we are looking for:

• Positive and proactive approach to work
• Adaptable
• Self-Organisation/Time management
• Excellent Communication
• Fast learner
• Natural process improver – always looking to find ways of doing things more effectively.
• Team Player
• Resilient

What you can expect

As a talented individual working at Domino, you can expect a competitive salary and a generous benefits package, including:

• 25 days of basic holiday, plus options to buy or sell additional days, ensuring you have ample time to relax and recharge.
• A discretionary bonus scheme, a testament to your hard work and dedication.
• Life insurance, providing security and peace of mind for you and your loved ones.
• Medical insurance with the option of purchasing a health cash plan, dental insurance, travel insurance and cycle to work scheme, ensuring your health is always a top priority.
• Join our green car scheme, a step towards a more environmentally friendly commute.
• Pension plan, starting with 8% employer contributions.

We are a highly successful company, we’re large enough to offer career development opportunities yet small enough for your contribution to be readily recognised and rewarded.

About Us

At Domino Printing Sciences we do more. Our expertise isn't just in providing cutting-edge variable data printing technology; it's in revolutionising how manufacturers embrace sustainable packaging and spearhead advancements in coding automation. We’ve been a part of the global variable data printing story for a long time, and our solutions help ensure the success of the world’s leading brands. Our goal is to be the leading global variable data printing brand through applying our expertise and reliable solutions to help the world’s manufacturers be sustainable and cut waste, while attracting, informing, and protecting their consumers. But we also know that it’s not just about the work we do—it’s about fostering a collaborative, dynamic and welcoming environment where everyone can flourish, contributing to Domino not only as a pioneer in the industry but also as an exceptional place to work.

Positions may be at an advanced stage of the recruitment process and can close at any time.