Overview
Scope of Role: Provide excellent customer service both internally and externally. Act as a champion for the customer while remaining cost-focused and ensuring departmental KPIs are met. Ensure all customer orders and enquiries are processed accurately and efficiently, while maintaining strong communication across internal teams and customers. Support the sales function with pricing and credit-related activities.
Key Areas of Responsibility
- Provide excellent customer service to internal and external customers in a professional and timely manner.
- Proactively identify opportunities to prevent recurring issues and reduce reactive problem-solving.
- Take ownership of delegated key accounts and provide cover for additional accounts when required.
- Manage costs within budget while ensuring customer service standards and departmental KPIs are met.
- Process customer orders accurately and provide cover for export and ASSCO orders, responding promptly to emails.
- Build strong customer relationships through product knowledge and excellent service to retain and grow accounts.
- Handle workloads and customer queries with empathy and patience.
- Notify Business Development Managers of potential new business opportunities arising from enquiries.
- Coordinate with the QC department to manage the collection of goods under complaint.
- Process and collate invoice runs, ensuring accuracy at all times.
- Manage daily backorders, collating and communicating issues across departments.
- Coordinate external hauliers and provide required delivery information for specific customer needs.
- Investigate and process customer credit queries, completing all necessary documentation and records.
- Arrange bulk tanker deliveries, ensuring all paperwork is complete and relevant teams are informed.
- Support sales teams in moving redundant or short shelf-life stock.
- Ensure all made-to-order (MTO) stock is dispatched and not left on site.
- Maintain accurate records within the ERP system for customer service activities.
- Assist in managing the distribution budget and securing cost-effective delivery solutions.
- Provide reception cover during periods of absence or holiday.
- Support wider supply chain teams and undertake additional duties to ensure smooth daily operations.
Person Specification
- Proven track record in customer service (Essential)
- Ability to work under pressure calmly and professionally (Essential)
- Calm and positive manner at all times (Essential)
- Numerate with excellent attention to detail (Essential)
- Flexible approach and willingness to work outside core hours when required (Essential)
- Strong customer focus (Essential)
- Intermediate office skills preferred (Desirable)
- Confident and approachable manner on the phone and in person (Essential)
- Ability to build effective internal and external customer relationships (Essential)
- Team player (Essential)
Key Competences
- Managing for results and organising (Essential)
- Customer-focused (internal and external) (Essential)
- Positive influencing (Essential)
- Problem solving (Essential)
- Teamwork (Essential)
- Self-control, awareness and motivation (Essential)
- Effective product knowledge and application (Essential)
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