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Customer Service Executive

2 months ago

Feltham, United Kingdom Parkside Full time

As the Customer Service Executive, you will be responsible for managing the planning, receipt and action of all orders/queries to lead time. You will manage and assist in raising the profile of the department and be the main point of contact for the Customers in the order, delivery to invoice process.

* Ensure all customer orders are captured and processed (checking stock availability) to DHL within the expected timeframe/cut-off/lead time

* Prioritise and process customers enquiries, via email, phone, or any other communication method to provide our customers with the best brand experience possible

* Ensure all credit released orders are adjusted to lead time and processed prior to the daily cut off

* Responsible as part of the team for the evolution of the team objectives/procedures by identifying areas for improvement within the role

* Responsible as part of the team to work toward and maintain Customer service Key Performance Indicators (KPI’s)

Logistics

* Ensure all issues raised within the 3PL (Warehouse/Transport) Exceptions Report are managed through with the customer and Sales manager

* Liaise with the logistics partner (DHL) and internal Logistics team to resolve stock issues to orders

* Investigate non compliances charges and dispute when possible.

* Prepare export documentation to facilitate movement of goods