We are looking for a Customer Service Executive to join the team!
Key Responsibilities
1. Be the main contact for customers on a day to day basis (Internal account co-ordinator)
2. Supporting colleagues at other sites with work sub-contracted to our plant
3. Receiving, understanding and processing orders, order saving/checking, booking call offs and sending confirmations.
4. Action morning reports daily to ensure deliveries are on time and updating the customer where applicable to manage expectations
5. Credits/Invoice queries to be dealt with within set time scales, investigation and raising the necessary paperwork.
6. Item creation New/similar product setup/checking. Using information provided by external sales where applicable.
7. Manage customer stock and forecasts via weekly communication and running stock sheets/order books.
8. To follow customer SLA’s and challenge/provide feedback to the site/Sale Manager.
9. Aged stock management – managing stock levels, clearing stock and highlighting slow moving stock, to ensure KPI targets are met.
10. Provide sales information/data as and when required from internal and external contacts
11. Studio tracker maintenance and launch management to ensure delivery for launch in store
12. Artwork approvals and obtaining plate PO’s ensure the process is followed effectively and timely
13. Manage organic account growth through proactive customer contact calls
14. Communicate to the customers as and when applicable, shutdowns, bank holidays, lead times etc
15. Attend customer visits where required/requested with External Sales/Customer Service Manager
16. Ensure regular account reviews are held with the External Sales Managers/Customers
17. Complaint handling – ensure complaints are managed through to close off and communication with the customer internal/external
18. Upselling/negotiation – i.e. sell aged stock, increase the order quantity, additional carriage, production overs, full pallets, pallet storage costs etc
19. Co-ordination of customer requests i.e. specification, certificates, questionnaires etc
20. Feedback any intelligence gathered to the business from customers
21. Housekeeping - system, version control, plate disposals, CRM folders, order saving, filing, emails.
22. Invoicing/checking as and when required.
23. Using multiple systems available to gather information.
24. Interacting with a range of departments on a daily basis.
25. Any additional duties deemed necessary to carry out your role.
What we are looking for in the successful candidate..
1. Extremely high levels of Attention to detail
2. Be able to multitask various tasks at a given time
3. To work to tight/strict deadlines/working under pressure
4. Build, develop & maintain strong customer relationships
5. Product/Technical/Industry knowledge
6. Organised with excellent time management skills
7. Commercial awareness
8. Communication skills; both written and verbal
9. Information gathering and time management
10. Persuasive
11. Adaptability to change/Flexible
12. Initiative
13. Tenacious
14. Resilient
15. Negotiation Skills
16. Team player
17. Self-motivated and driven
18. A Positive can-do attitude
19. Pro-active
20. First time right approach
21. Professional
22. Good level of Knowledge of Excel & Microsoft packages
What we can offer you!
1. 25 days annual leave plus bank holidays risking to 28 days with length of service
2. Enhanced Sick Pay
3. Enhanced Paternity Pay – 2 weeks full pay (after qualifying conditions have been met)
4. Enhanced Maternity Pay – 6 months full pay and 6 months half pay (after qualifying conditions have been met)
5. Life assurance (x4 annual salary)
6. Health Cash Plan
7. December close down
8. Access to BenefitHub (Discount marketplace)
9. Free onsite parking
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