Customer Service Co-ordinator

3 weeks ago

Livingston, United Kingdom DS Smith Full time

We are currently recruiting for a FTC Customer Service Coordinator for our Livingston site.

Purpose of Role

Primary internal point of contact for a defined customer base, working with and supporting internal and external teams to achieve business objectives and service goals.

Key tasks include handling day-to-day customer enquiries, management of orders through the supply chain, artwork co-ordination and tooling ordering, tooling origination recovery, liaising with other departments/suppliers to meet customer requirements, inventory/stock management and associated forecast analysis, complaint reporting and pro-active resolutions to challenging situations.

The focus is to deliver world-class customer service in a fast-paced environment to delight customers and grow our business.

Description

Key Accountabilities & Responsibilities

Health & Safety

To be accountable for own health and safety whilst at work, operating in line with company procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.

Order Management

Process new and repeat customer orders within defined lead dates and agreed customer service level agreements. To up-sell at appropriate opportunities to encourage further business. Understanding of customer’s product portfolio.

Artwork & Tooling Origination

Co-ordinate artwork preparation in liaison with external artwork suppliers. Seek prompt artwork approval and order tooling to meet production timelines. Recover origination spend through proactive customer invoicing.

Inventory Management

Analyse customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements. Daily review of replenishment orders to balance stock holding levels against customer delivery call-offs.

Pro-actively reduce made to order stock residing in the warehouse through daily review and customer liaison.

Third Party Suppliers

Place purchase orders for non-manufactured products on sister sites within the DS Smith network or if directed on external suppliers to meet customer requirements.

Complaint Management

Acknowledge customer complaints and report dissatisfaction/failures in line with procedures. Discuss solutions with customers and follow through those actions to ensure customer is satisfied and where appropriate, complaint resolved.

Communication

Build strong relations with the Territory Manager by sharing internal and external information, and acting as the main liaison for other areas of the business to provide a united service to customers.

Build strong relations with customers, gaining insight to their business. Keeping them informed of the current status of their orders or answer any other queries that may rise at either the company’s or customer’s directive. To ensure a professional line is presented at all times, managing customer expectations as appropriate in line with the business priorities.

Continuous Improvement

Work with the team and other colleagues within the company to improve both team and cross-departmental relations, flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence program.

Account Management

Ensure all documentation and records (such as price lists, customer records and account notes) relating to each customer account are accurate and reflective of current working practices.

To keep the department manager up to date with account progress, product and range development, and highlight any problems or issues with any area of customer services to ensure we continue to delight customers.

Quotation Management

Pricing of new customer enquiries, re-costing of existing specifications for changes in quantity and/or delivery location, quotation follow-up to determine success rate, maintenance of price schedules.

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