Reporting to: Service Delivery Manager – Parts & Smartcall
Location: Totton
Hours: Standard Office Hours
Date: February 2025
Business Overview
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.
At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business and this position would suit someone who likes to hit the ground running and has a drive for success.
Role Overview
As Parts & Smartcall Administrator, you will support our Service Delivery Manager – Parts & Smartcall and our Smartcall Engineers in ensuring the smooth operation of our Parts & Smartcall Department through keeping track of inventory and ordering and purchasing parts for both customers and our engineering team.
Key Responsibilities and Accountabilities:
- Setting up new part numbers and prices on SSP (our internal database)
- Closing cases and actioning parts correctly when sent out
- Process and administer customer orders on SSP and process the correct discount in their contract agreement.
- Managing the ageing of calls and driving down anything over 7 days old
- Proactively chasing suppliers to obtain confirmed delivery dates on orders
- Raising parts quotations via cases
- Administering part enquiries and questions from the various teams, Including:
- Sales and Key Account Teams
- Helpdesk
- Engineers
- Warehouse
- Customers
- Answering calls and liaise with customers regarding updates for parts on sales orders.
- Manage requests from customers, from quotation through to processing and parts ordering.
- Processing parts direct to site from cases logged from the Helpdesk – Parts Supply
- Processing parts for engineers following attendance to site – Service Cases
- Administer stock movements and stock takes into the system
- Raising and sending purchase orders to suppliers and ensuring they are authorised.
- Work with our internal colleagues based at various Hubs and business centres to establish stock availability and to ensure that orders are dispatched/delivered on time and in line with customer expectations.
- Updating ETA’s on cases to ensure the business is aware of lead time on parts
- Working closely with the warehouse.
Qualifications, Skills and Experience:
- Skilled at managing work-flow within tight time-scales
- Will promote a positive attitude in the role and with all colleagues.
- Educated to GCSE level or above with a grade C (or equivalent) pass or above in English and Maths
- NVQ/SNVQ qualifications
- Previous experience in a similar role/environment
- Competent user of Microsoft Office Applications
- Compliant
- Strong communicator- excellent telephone manner
- Organised
- IT literate
- Performance focused
- Resilient