JOB INFORMATION
Job Title: Customer Service Executive
Reporting to: Director of Global Supply Chain
Department: Supply Chain
Location: UK – Erdington, Birmingham
Working Hours: 37.5 Hours per week
Supervisory Responsibility: No
JOB PURPOSE
Manage the customer service interface with allocated customer base ensuring we delight the customer with our service offering.
MAIN DUTIES AND RESPONSIBILITIES
1. Issue quotations, solicit, receive and load orders for both new and retread tyres for allocated customer base.
2. Ensure on time in full delivery of new and retreaded tyres to allocated customer base, with accurate Syteline data and efficient expediting.
3. Arrange shipment and invoicing to allocated customers, including updating of customer portals.
4. Support the collection of cash from allocated customer base.
5. Ensure relevant licences are in place to enable delivery of new and retreaded tyres to allocated customer base, coupled with required customer reporting.
6. Handle day to day customer requests and enquiries.
7. Produce and issue scrap reports to customers.
8. Assist with the monthly forecasting build and creation of the monthly order book.
9. Issue credit and debit notes to customers.
10. Assist with customer visits when necessary (UK and overseas).
11. Assist at trade fairs when necessary (UK and overseas).
12. Request End User Undertakings and Export Licences to enable shipment of military tyres.
13. Request air-freight quotations for urgent shipments.
14. Administration associated with the role.
PRINCIPLE MEASUREABLES
1. Quotation turnaround time within 24 hours.
2. Customer orders processed and acknowledged to customers within 24 hours.
3. Reduced business sales and distribution costs to agreed annual target.
4. Maintaining agreed customer OTIF through weekly KPI measures.
5. Assisting to meet business sales target.
6. Creating and updating work instructions for regular audit both internal and external.
EMPLOYEE STANDARDS
The incumbent will be expected to conduct themselves within the Dunlop Aircraft Tyres employee standards.
Collaborative – We are stronger together
1. Active listening and effective communication.
2. Customer service and client management (internal & external).
3. Networking and relationship-building.
4. Communication skills, both written and verbal.
5. Teamwork and collaboration.
Responsible – We all make a difference
1. Positive work ethic and willingness to go above and beyond.
2. Initiative and self-motivation.
3. Accountability and responsibility.
4. Attention to detail and accuracy.
Resilient – We stay the course
1. Adaptation to change and agility in response to new situations.
2. Dependability and reliability.
Open Minded – We strive to improve
1. Problem solving & decision making.
2. Open-mindedness and willingness to learn.
3. Positive attitude and enthusiasm.
4. Respect for diversity & inclusion.
EXPERIENCE
* Understanding shipments and incoterms.
* Direct communication with customers.
* Understanding customer service.
* Experience creating invoices and credit notes.
* Export licence experience a nice to have.
* Experience dealing with customer accounts on ERP.
* Experience reviewing customer demand.
* Experience of month end forecast/targets.
#J-18808-Ljbffr