Role Purpose
To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.
Key Role Overview
- End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration.
- Engage with customers to provide a positive, quality Sales experience in all circumstances.
- Closely collaborate with Sales department and across all business functions both locally and centrally.
- Promote a high level of customer satisfaction and quality of service.
- Provide quality and proactive support to both internal and external customers.
Responsibilities
- End-to-end management of the OTS (order to shipment) process.
- Daily contact/liaison with customers and sales team.
- Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery.
- Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze).
- Process customer pricing approval requests (PAR) and action/follow up within appropriate departments.
- Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team.
- Provide customer and internal reports as and when required.
- Update and maintain all customer records in conjunction with Master Data.
- Promote & follow-up electronic ordering (Teccom/EDI).
- Support in processing customer invoicing & resolution of queries as appropriate.
- Review and update packing/shipping instructions.
- Maximize shipments and improve availability where possible.
- Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary).
- Follow-up proactively with material and delivery issues, ensuring high level of customer focus.
- Interface with credit department and all other departments.
- Meet forecast pressure.
- Initial point of contact for all first-level customer complaints and queries.
- Follow all procedures according to corporate guidelines (in a timely manner).
- Provide documents whenever necessary/as required for audit purposes.
- Work closely with the DC and manage stock levels and delivery dates.
Requirements
- Minimum/Essential: GCSE or equivalent in math’s and English grade C and above.
- Previous experience in a customer service/admin environment (essential).
- High level of written and spoken English (essential).
- Good working knowledge of MS Office (essential).
- Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).
- Genuine passion for Customer Service.
- The ability to be able to liaise confidently with customers and internal stakeholders (Internal: all departments / External: customers, agents, forwarders, and others when required).
- SAP knowledge and experience (highly desirable).
- Automotive industry experience (advantageous).
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