Customer Service Representative

1 day ago


Havant, United Kingdom Workshop Recruitment Full time

**Customer Service Representative**

**Havant**

**£39-42K**

This role is working as a member of the customer service team responsible for managing a nominated group of business customers. Key functions include managing the customer relationship acting as primary customer interface, leading regular customer businessreviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements. The primary objective is to ensure customer expectations are exceeded and to manage and progress customer ordersefficiently, employing commercial awareness practices.

**Key Duties**
- Primary point of contact and interface with the customer
- Lead regular conference calls with key customers and lead customer business reviews
- Communicate and hold regular customer order book reviews
- Own assigned customer order books in terms of accuracy and general data integrity
- Perform contract review of customer requirements to ensure orders are entered into the ERP system and/or other support databases, as per negotiated requirements (including Export requirements)
- Manage order arrears to assigned customers and manage drive burndown plan with supply chain
- Negotiate order priorities with customers, plant, and supply chain
- Expedite urgent customer orders internally to elevate critical issues
- Produce, monitor, and communicate customer performance metrics internally and externally
- Communicate and escalate customer issues to functional internal/leadership teams where appropriate
- Attend Tier meetings as and when required to report and escalate issues
- Obtain and understand anticipated customer demand signals, owning business forecasting at part number level for assigned customer portfolio
- Process requests for quotations received from customers
- Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with policies, terms and conditions from proposal through shipment
- Engage in site wide leadership initiatives, assessing current practices for continuous process improvements
- Deputise for Customer Services Manager, Team Leaders and other team members as requested

**Knowledge & Skills**
- Relevant experience in a similar role
- GCSE in Maths, English and a Science as a minimum a long with at least one A Level
- Bachelor’s Degree - desirable
- A good knowledge of ERP systems
- Proficient in Microsoft Excel, PowerPoint, Outlook, Word.
- A good understanding of Supply Chain, Demand Management, Purchasing and Engineering.
- Good Presentation Skills
- Effective communication skills (verbal and written)
- Experience of interfacing with customers
- Negotiation skills
- Customer centric focused individual with confidence and drive to deliver against customer commitments
- Able to work as part of a team but also under own initiative
- Confident to manage projects within challenging timescales



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