Customer Service Specialist

Role Overview

• Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems
• Works closely with the following functional areas to monitor customer requirements throughout the order fulfilment process, advising Customers and Sales of any significant delays and helping to provide alternatives to ensure customer expectations are fulfilled and identifying opportunities for value added services
• Prepares for and leads the yearly, bi-yearly or quarterly performance reviews with customers and neighbouring functions
• Manage any customer request as applicable and shares all customers information including customer forecasts with colleagues from neighbouring functions
• Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions
• Acknowledge customers complaints, enter customer complaints with the data received and ensure the customer receives a prompt feedback
• Initiate return of goods where applicable
• Coordinate the expediting of rush shipments, where necessary and monitors their progress to delivery
• Initiate the request for credit and debit notes in collaboration with the finance function
• Support the disputed invoices process in collaboration with finance and credit collection
• Build the customer knowledge needed to effectively manage the relationship: including service level agreements, contracts, any other useful information
• Continuously strive to improve customer relations with prompt, efficient service, using own initiative to resolve complex problems when they arise
• Proactively looks for better ways of working in order to ensure we provide the best service possible to our customers

Requirements

• Minimum of 3 years’ experience in a similar position, preferably in a packaging or manufacturing environment
• Strong Excel skills appreciated
• Fluent in English
• Experience of SAP and Salesforce.com preferred
• Full and preferably clean UK Driving License
• Ability to be flexible with working hours and job location

Tech Stack

• ERP
• SFDC

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development
• Bonuses
• Equipment allowances
• Wellness programs