Customer Service Representative

2 weeks ago

Duxford, United Kingdom Hexcel Corporation Full time

With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advance composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and additive manufactured parts.

We invite you to join the Hexcel team at various manufacturing sites, sales offices and R&T centers around the globe.

Become a part of the "strength within."

Hexcel is currently seeking a Customer Service Representative for our Duxford, UK location.

The selected individual will be responsible for but not limited to the following obligations:

  • Be the main focal point for all customer enquiries and purchase orders and either handle directly or co-ordinate the appropriate Hexcel resources to achieve agreed service levels. Work within agreed customer service standards and meet or exceed targets as set by CSM or EAP CSM.
  • Provide a quotation and leadtime service for standard products and follow up with the customer after quotation. Liaise with Key Account Managers and Product Managers at all sites to obtain information for nonstandard product quotations.
  • Manage and coordinate quality issues and process complaints swiftly. Ensure that customers are kept informed of investigative progress until satisfactorily resolved. Liaise with Hexcel Quality teams at all manufacturing sites to resolve issues and request support from CSM to escalate if required. Manage any credit / debit note requests within the defined processes and procedures.
  • Understand and comply with all compliance processes (includes LOA, US export compliance, Export Licences, DPAS, ITAR, Known Consignor, ISO9000, AS9001). Liaise with Compliance team to resolve any issues.
  • Meet regularly with key customers, including visits to their facilities, to understand fully expected service levels and issues relating to their business. Organise and attend regular telephone meetings with key contacts and report back to Key Account Managers as appropriate.
  • Be fully conversant with the customers' markets, build rates, strategic business and product needs in order to provide the most proactive level of support.
  • Undertake Value Added tasks to support customers, for example, compiling status reports for open order book, providing sales reports on products purchased. Liaise with other Hexcel departments to manage late deliveries and keep customer updated
  • Where customers delivery requirements cannot be met, prepare priorities and raise at the necessary level in order to secure a win/win situation.
  • Review credit limits with regard to open orders and monitor overdue receivables to ensure they are kept to a minimum. Work with Finance team to preempt and resolve any payment issues promptly. Manage and review Letters of Credit where applicable.
  • Work closely with EAP Customer Service teams to achieve operational excellence and develop best practise. Follow Hexcel EAP procedures and make use of Global tools to ensure departmental efficiency.

Qualifications:

  • Ideally educated to 'A' Level or equivalent with good evidence of numerate skills. Scientific qualifications would also be an advantage in view of the technical nature of both the product range and the customers' industries.
  • Possess an understanding of the customers' organisation and market environment, and also of ways of working in other internal departments where contact is frequent in order to liaise effectively with his/her customer. A good working knowledge of the company's product range is also necessary to be able to provide product related information (quotation, literature, samples etc).
  • Be selfmotivated with good interpersonal skills and a good telephone manner. It is necessary to maintain a firm, logical but polite approach, often while under pressure from customers displaying a range of temperaments who may be unsure of their own requirements. Diplomacy is also required as it may be necessary to receive and convey 'unpleasant' information.
  • Capable of becoming fully established in the job within 6 months. Previous experience in a B2B Customer Relationship Management environment is desirable although the demonstration of an ability to pick up the skills quickly could be acceptable.
  • Attention to detail is essential in this role.
  • Familiarity with computer systems and software is essential.
  • European language skills would be beneficial.

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