The Customer Service Advisor is considered to be a vital link with our customer base and with other internal departments within the company. Primary responsibilities are to manage sales order process through to completion. Processing into the company’s ERP and CRM system. You will be responsible for ensuring that strong relationships are built and maintained with our customers by offering a ‘world class’ level of customer service, providing courteous attention to phone calls and prompt call distribution. Our Role: Sales Order entry and processing in company’s ERP system Co-ordination with internal and external sales team and other operational departments to ensure customer expectations are set and achieved. To respond promptly and positively to all incoming calls to the customer service department and to manage all necessary outbound contact with customers. To manage the entire order process, planning and processing customer orders and being responsible for all customer communication in relation to their orders. Reconcile delivery and operational paperwork and filing relating to all customer orders processed. Management of all customer concerns and complaints, including but not limited to recording, investigating and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions. Site co-ordination and communication of all customer orders managed and dispatched from remote sites. Ensuring all customer information is recorded correctly and customer expectations are set and maintained Assists in providing all necessary info for ISO auditors Actively supports Peli BioThermal’s Quality Objectives and contributes to Quality Management System activities as assigned. Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job. Performs additional duties as assigned. Requirements: Excellent customer service skills Ideally 2 year’s in a customer service role. A Diploma in Business Studies would be beneficial Experience in a manufacturing or packaging environment advantageous as would experience in sales support. Must be proficient with Microsoft office Knowledge and experience of SAP is preferred but not essential. Knowledge and experience of using electronic order processing and billing software is required. Excellent analytical, organizational and negotiation skills. Must be able to operate in a fast-paced organization and handle multiple projects simultaneously within set timeframes. Must have excellent verbal and written communication, with great attention to detail. Must be able to interact effectively and diplomatically with all company personnel under minimum supervision and be responsive to the requirements of department members and other departments with whom interaction is necessary. Must be helpful and polite and with a strong team work ethic Customer focused, with a pro-active approach towards meeting customer expectations. In return we can offer you: A competitive salary Company bonus scheme Hybrid Working Life assurance 4x salary Salary sacrifice pension Group income protection Development programmes Quarterly company events Additional Information: Actively supports and complies with Peli’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement. Must be able to interact effectively and cooperatively with employees at all levels. Must have the ability to complete assignments within the timeframe specified by the Manager. Must be flexible regarding working hours. Must be able to operate in a fast-paced environment and handle multiple projects simultaneously. About us… Peli BioThermal is a global leader in the design and manufacture of single use and reusable temperature-controlled packaging solutions for the highly regulated pharmaceutical, biotech, and clinical trials industries. Peli BioThermal is a great place to work and offers employees the opportunity to flourish and excel in a high-growth, fast-paced, creative, and exciting environment What happens next? If your application is successful, you’ll be invited to a first stage screening interview with one of our local HR Partners. At Peli BioThermal it’s important to ensure our talent promotes and embraces the Pelican Universal Behaviours, in order to unite and work together as one global team.