What will the apprentice do at work?
The role will include various administration duties within the sales department with the aim to develop and have more responsibility during your apprenticeship?
The role will include some of the following areas.
- Accept customer enquiries for products/prices and availability by phone/email responding in a timely manner
- Check customer orders are the correct price/product/pack size/ if not, advising customer and obtain the necessary authorisation from customer to proceed with the order
- Advise customers of any delays in meeting their required delivery date
Process customer orders in SAP ensuring stock and customer credit availability, generating correct paperwork to send to order management team and customer - Open new customer “pro-forma” and credit accounts
- Liaise with Sales Engineers on new opportunities, recording quotations/correspondence on CRM database
- Provide in field support to Sales Engineers and Technical Service Engineers as and when appropriate
- Follow up quotes and correspondence and proactively contact customers within planned accounts to promote Klüber products and services
- File all completed paperwork in the appropriate customer files
Support KLGB Marketing Manager in various activities including but not exclusively, lead generation campaigns, social selling and exhibitions - Support to members of the Management Team
- Using Microsoft Packages, in particular Excel and PowerPoint
- To deal courteously and efficiently with all visitors
- Answering the telephone in a professional manner and dealing with enquiries.
- Ensuring that the Policies of the company are observed and that good practice is encouraged, particularly in the areas of Health & Safety, Equal Opportunities and confidentiality
As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:
- Attend and be punctual for all induction sessions, lessons and work-based training/support sessions
- Complete required assignments with by the required timeline.
- Build up your portfolio of evidence on-going.
- Access support from your tutor/assessor and manager, as and when required.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives.
What will you be studying?
Overview of Customer Service Practitioner Level 2 Apprenticeship Standard
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.
The standard covers the following:
Knowledge
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
Skills
- Influencing skills
- Communication
- Interpersonal skills
- Personal organisation
- Dealing with customer conflict and challenge
Behaviours / Attitude
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- “Right first time”
You will complete an End Point Assessment this will involve the following:
- Showcase/Portfolio
- Interview
- Practical Observation
- Professional discussion
You are given one day per week as time off to study; you will attend classes face to face and via teams to complete work for your apprenticeship. The study day is a Wednesday.
What is the expected career progression after this apprenticeship?
Whilst there will be no guarantee of a substantive position Klueber will guide, support and encourage suitable apprentices to apply for appropriate vacancies as and when they arise.
The company has a very good record of supporting workers through in-house training and apprenticeships and other apprentices have secured employment.
If there is another apprenticeship opportunity available, there may be a possibility that you undertake the Level 3 Business Administrator or Customer Service Specialist Apprenticeship, subject to satisfactory achievement of this apprenticeship.
Things to consider
The starting rate is dependent upon experience, our aim is to pay above the national minimum wage, were appropriate; we are also open to negotiation. Holidays are 25 plus bank holidays.
