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