Customer Care Specialist
4 months ago
**About Scott Bader**
Scott Bader is an employee-owned global manufacturer of advanced composites, structural adhesives and functional polymers. Established in 1921, we have a century of expertise in manufacturing high-quality, innovative products for a variety of markets around the world. Scott Bader now employs 800 people across 7 manufacturing sites and 18 offices worldwide.
Scott Bader is committed to expanding its global reach, with recent ventures including North America, India, Japan and Australia, while continuing to build on its reputation for innovation, outstanding quality and technical expertise.
We are different to most other companies. Our business is based on the simple principle of maintaining a balance between our social purpose and business needs. In 1951 we became the first UK company to hold a Common Ownership Certificate when the Bader family handed over their shares to the Scott Bader Commonwealth Ltd - in simple terms, this means that Scott Bader colleagues own and are responsible for the success and overall wellbeing of the company.
**Diversity & Inclusion**
Our aim is to create an environment that is welcoming to all people, and ensures we treat each other and customers with respect. We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.
**About the role**
The position will sit within our Customer Care team and is a full time permanent position. You will be the first point of contact for a large portfolio of export customers across all divisions, providing a professional, efficient and timely service for all customers. Ownership of all elements of each customer purchase order, proactively working orders through from point of receipt, through to delivery.
In addition to the above you will build strong customer relationships, providing consistently high service levels; and proactively promoting the company’s services and products.
**Key responsibilities**
Establish, maintain and develop effective and efficient administrative processes and procedures to support the Customer Care Team Leader UK and other relevant colleagues.
Process and update customer orders, liaising with other departments and external shipping agents to provide regular order progress updates to customers.
Provide a professional and efficient first line customer contact service for all queries, complaints and general enquiries, ensuring prompt action and resolution of all issues, and escalating complex matters to the Customer Care Excellence Leader-EMEA, if required.
Liaise with supply chain teams and shipping agents to ensure all goods and accompanying documentation are prepared and despatched on time and in accordance with international regulations and legislation.
Accurately record and document all customer order information, maintain price and master file records on all relevant systems; and set up new accounts as required.
Create commercial shipping documentation and work with freight forwarders to get the product by the required delivery dates.
Undertake any other duties reasonably requested to meet team and business objectives.
**About you**
**Salary & benefits**:The salary for the position will be in the range of £21,000 - £25,000 dependent upon experience. In addition to your salary, you will also be included into our company bonus scheme (Group Staff Bonus & Profit Performance Bonus). Our Group Staff Bonus & Profit Performance Pay bonus scheme reinforces the Scott Bader principle of working together for a common goal and sharing in our successes.
**Pension**:We offer a generous contribution to your pension and dependant on your monthly commitment, we will contribute up to a maximum of 2x your contribution up to a maximum of 10%.
**Health**:We offer Vitality private medical insurance to all employees alongside Medicash Cash Plan. There is also a Cycle to Work scheme and Employee Assistance Programme available to you.
**Holiday**:Your annual leave will be 25 days + Bank Holidays. There is also the opportunity to purchase an additional 5 day’s holiday in case you need a couple of extra days.
**Volunteering & Fundraising**:You will have one full day per year to complete volunteering work of your choice which will be paid. If you are thinking about fundraising for your favourite charity or local community event, we will happily match the funds that you have raised up to a maximum of £1000 in any one year.
**Onsite benefits**:Our Head Office sits within 44 acres of Northamptonshire countryside, nestled within the village of Wollaston. With free car parking and electric car charging points, discounted canteen and use of the onsite swimming pool.
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