ROLE SUMMARY
The Customer Services Representative is responsible for order management of Domestic and Export Sales. They will act as a liaison to all departments and partners to service our customers in a timely manner, while maintaining a high customer satisfaction.
The responsibilities include:
1. Managing orders – receipt & processing of orders (via email, customer database) on a ‘same day response’ procedure, against formal order acknowledgements.
2. Handling inbound enquiries received via email, phone, online and directing enquiries to the correct department.
3. The issue of formal quotations in accordance with prevailing price lists.
4. Liaising with the Accounts Department to review customer state of accounts when the account appears on stop on order entry.
5. Liaising with the Despatch Department, providing them with all information and documents required for correct despatching of orders.
6. Actively participating in departmental meetings.
7. Logging and discussing customer complaints with the relevant department and processing relevant credit documentation in a timely manner.
8. Any other actions related to the support of the customer service activities of the company not hereto specified.
9. Using the right tools and procedures to provide accurate, valid, and complete information to customers.
ATTRIBUTES REQUIRED:
* Customer focused
* Ability to communicate well with customers and colleagues alike
* Excellent attention to detail
* Ability to multitask and work effectively with other functions/departments
* Must be organised, methodical & able to prioritise
* Languages English. French as a second language is beneficial but not compulsory.
* Work effectively as part of a team whilst also having the ability to work on own initiative and be self-motivated
* The ability to work well under pressure, against tight shipping deadlines
* Knowledge of sales order entry databases (Oracle) essential but not compulsory- full training will be provided
* Ability to navigate Microsoft and windows programs (Word, Excel, Outlook, Teams)
* Knowledge of quality systems- ISO 9001 advantageous
INTERACTS WITH:
* Operations Department
* Quality Department
* Sales Department
* Finance Department
* Customer Services colleagues
* General Management
Job Type: Full-time
Pay: £13.00-£14.00 per hour
Expected hours: 37.5 per week
Additional pay:
* Yearly bonus
Benefits:
* Company pension
* Life insurance
* On-site parking
* Private medical insurance
Schedule:
* Day shift
* Monday to Friday
Work Location: In person
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