Customer Services Co-Ordinator - Fordham
Our DS Smith site in Fordham is seeking a Customer Services Co-ordinator to join us in delivering upon our customer service strategy to achieve service excellence. The focus is to deliver world-class customer service in a fast-paced environment to delight our customers, grow our business, and contribute towards achieving and exceeding Fordham’s goals and targets.
If you believe you have proven experience in a customer service role, great communication skills, and a professional attitude towards your work, you could be the ideal Customer Service Co-ordinator for us!
What aspects are involved in this role?
The role entails being the primary internal point of contact for a defined customer base, working and supporting both the internal and external teams to achieve business objectives and service goals. You will be responsible for the following:
* Processing new and repeat customer orders within defined lead dates and agreed customer service level agreements;
* Co-ordinating artwork preparation in liaison with external artwork suppliers and seeking prompt artwork approval and order tooling to meet production timelines;
* Recovering origination spend through proactive customer invoicing;
* Analysing customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements;
* Pro-actively reducing made-to-order stock residing in the warehouse through daily review and customer liaison;
* Placing purchase orders for non-manufactured products within the DS Smith network or external suppliers to meet customer requirements;
* Acknowledging customer complaints and reporting dissatisfaction/failures in line with procedures;
* Discussing solutions with customers and following through those actions to ensure customer satisfaction and, where appropriate, resolve complaints;
* Building strong relations with the Territory Manager by sharing internal and external information, and acting as the main liaison for other areas of the business to provide a united service to customers;
* Building strong relations with customers, gaining insight into their business, keeping them informed of the current status of their orders or answering any other queries that may arise;
* Working with the team and other colleagues within the company to improve team and cross-departmental relations, flexibility, and efficiency in our service offerings;
* Continually challenging and developing our process flows and methods of operating to deliver upon our customer excellence programme;
* Any other ad-hoc duties as required.
What we would like our candidate to have…
Essentials:
* Ability to demonstrate how our corporate values – Caring, Challenging, Trusted, Responsive, and Tenacious – will be applied in the workplace;
* Proven track record of performing at a high level in a fast-paced customer service environment;
* Computer literate, with a good understanding of Microsoft Office software;
* Ability to prioritise and manage own workload.
Desirables:
* Evidence of continuous learning and development during career;
* Exposure to a manufacturing environment;
* Experience working with Integrated Business Systems.
Location: Fordham
Benefits:
• Competitive Pension and Life Insurance Package
• Annual cycle to work scheme
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