Job Title: Customer Service Advisor
ABOUT THE COMPANY
IPS Adhesives is a global supplier of adhesive and related solutions to a wide variety of markets. For over 65 years, IPS Adhesives has invested in product innovation, providing specialized bonding solutions that are shaping the future of leading-edge assembly and construction design. Our brands are trusted worldwide by kitchen, bedroom, and bathroom fitters, sign and display assembly operations, structural partners working in transportation, construction, boat building, and more. Through these innovative performance and environmentally conscious-led solutions, we believe we can also help improve the lives of people working in these industries for generations to come.
IPS Adhesives wants to inspire its people to succeed by engaging dynamic, collaborative, and safety-conscious team members to join our growing business. We are looking for a talented, “act-like-an-owner” team member to help drive our business, starting with the voice of the customer and closing with extraordinary service and value.
ABOUT THE ROLE
Reporting to the Customer Service Manager, IPSA Europe, the Customer Service Advisor is responsible for ensuring our customers receive a world-class customer experience while looking after your own set of accounts. They are the internal customer champion who ensures that our customers’ needs are met in a manner that exceeds their expectations. Being the voice of the customer is their priority to ensure that we are continually monitoring and improving our customer service levels. This includes the completion of the following tasks:
Customer Management and Satisfaction
* Management of SalesForce customer communication: case classification and response.
* Build sustainable relationships of trust with customers through open and proactive communication. Provide accurate, valid, and complete information.
* Maintain effective customer engagement via email and telephone, from enquiry through to delivery, complying with all KPIs, with emphasis placed on ‘on time in full.’
* Manage complaints, including non-conformances, and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution is to a satisfactory standard, including replacement stocks, credit notes, etc.
* Ensure all complaints are resolved in a timely manner.
* Provide technical advice, where needed, in relation to product capabilities, working with the buying and quality teams as applicable.
* Update customer portals as needed. Examples: Hafele, Screwfix, Axminster, Selco.
* Communicate requested information to customers and gather info about market trends and needs of customers and communicate these to the sales and marketing team.
* Monitor the dashboard and defined KPIs to improve the customer experience: speed of response, quality of interaction, and information.
* Assist customers with account management, including setting up new accounts.
Order Management
* On receipt of sales orders, check for accuracy of content, based on product availability and lead times, before processing.
* Process order into ERP system (Oracle E1).
* Maintain accurate pricing information and up-to-date lead times as well as any relevant delivery conditions per Internal Business Service Standards.
* Inform export customers of estimated time of arrival when sending export confirmation/documentation.
* Manage Amazon Vendor Central and ASN processing.
* Maintain EDI orders, post invoices on EDI.
* Track shipments for all customers (e.g., TNT, DPD, Pallet ways) and proactively advise of delays.
Analysis and Continuous Improvement of Processes and Tools
* Analyse, identify and report variations/trends of existing customers.
* Collate data and provide monthly customer/item variation reports and other ad hoc reports as required.
* Active participant in Kaizen/Continuous improvement objectives/Problem solving.
* Work with planning, purchasing, and warehouse teams to ensure stock is available for order fulfilment.
* Understand contract agreements with customers and suppliers; maintain and update as required.
* Completion of general office administration duties.
* Support finance team as needed to collect payment on-time.
Experience
* At least 1-3 years’ experience working in a customer service environment, which includes handling export customers.
* Experience of working in a manufacturing/distribution environment preferred.
* Experience of key stakeholder management.
* Fully IT conversant and able to interact accordingly, using a variety of platforms and systems. Proficiency in Microsoft Office Excel & Word.
Skills
* Customer orientation and passion for positive customer experience.
* Representation – appropriate attitude and dress.
* Able to work collaboratively as part of a busy customer service team and wider operations team.
* Comfortable challenging internal stakeholders, when required, to achieve customer fulfillment.
* Ability to manage conflicting deadlines and able to prioritize accordingly.
* Ability to work in an environment focused on performance, Lean methodologies, and continuous improvement.
Bonus / Additional “Plus”
* Educated to A level standard, or equivalent, preferably holding NVQ level certification in customer service.
* Understanding of adhesives.
* Language skills beyond English: French and/or German, Italian, Spanish.
* Key Competencies: Fit with 4 Ps customer service culture = Promptness, Politeness, Professionalism, Personalization.
* Excellent communication skills, both verbal and written in English.
* Fast learning capabilities.
* Reliability.
* Resilience to stress.
* Adaptability to changing environment and various customer styles.
* Organization of data, planning and management of tasks and activities in action plans.
* Time management.
* Teamwork.
Benefits
* Salary commensurate with experience.
* Pension.
* Life Assurance.
* Health care cash plan.
* Cycle to work scheme.
* Enhanced family-friendly policies.
* 25 days holiday entitlement in addition to Bank holidays.
* Opportunities for personal development and progression.
The duties and responsibilities highlighted in this Job Description are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level, and extent of the post.
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