Job Title:Customer Services Assistant Department:Customer Services Job Type:Full Time Permanent Reporting To:Customer Service Team Lead Location:Springvale Business Park, Millennium Way, Belfast, BT12 7AL Shift Pattern:Monday to Thursday 9am to 5:30pm, Friday 9am to 5pm Job Purpose The Customer Services Assistant will be accountable for supporting the Companys customer service activities to effectively manage high-profile customer accounts. This role will champion outstanding customer support through developing strong customer relationships, providing high-quality customer service, and managing Company procedures to ensure both customer requirements and business objectives are fulfilled. Key Accountabilities Generating Sales and Production orders. Calculating the quantity of board/materials required and generating purchase orders. Pricing Sales orders using the customer pricing structure. Maintaining the board control document. Accurately maintaining carton specification documents. Managing aged board and aged finished goods stocks. Attending new job meetings with the Production Managers. Entering customer deliveries, optimizing transport schedules. Managing customer service processes & customer forecasts. Providing customer requested information (e.g., stock reports). Attending customer visits (on/off-site). Responding directly to customer queries, confidently and effectively resolving customer service issues. Managing escalation of customer queries as required. Liaising with European supply network (internal/external) for outwork. Working closely with the Finance team to resolve invoice queries. Achieving monthly target for Margin Improvement projects. Ensuring accuracy of all customer service data for management reporting. Providing support cover for peers during Annual Leave or Absence. Ensuring Company policy, procedures, and Health & Safety requirements are adhered to at all times. Experience & Qualifications Experience A minimum of 5 years proven experience within a similar position, gained preferably in a specialist service area. A minimum of 5 years proven customer-facing experience. Demonstrable experience of customer account management. Demonstrable experience of working as part of a customer services team. Experience of CERM systems would be desirable. Educational qualifications demonstrating proficiency at GCSE Level, or equivalent, standard. Skills/Knowledge Excellent attention to detail with the ability to follow detailed processes and procedures. Ability to proactively use your own initiative and prioritise workloads whilst maintaining deadlines. Ability to operate effectively and flexibly within a fast-paced environment and maintain standards whilst working to production schedules. Adaptable to work cross-functionally across the team. Solid problem-solving and decision-making skills. Professional level of communication and interpersonal skills with the ability to build and sustain effective relationships with employees at all levels and external customers and suppliers. Strong numeracy and literacy skills. IT literate, with proficiency in MS Office and in particular Excel. Biopax Limited is an Equal Opportunities Employer.