Customer Care Representative
1 day ago
We are currently recruiting for a well established company based in Milton Keynes who are seeking a Customer Care Representative to join their team. The working hours are 9am-5:30pm - Monday - Friday.
**Purpose of the role**:
Be the central link between the customer, operations, sales team and GBS to ensure client's requirements are met in the most efficient and cost-effective way. Build strong relationship with Customer, act as the Voice Of the Customer within the company andmanage the sales order process through to shipment for assigned customers and affiliates.
**Main responsibilities**:
- Execute Customer Care strategy and follow global guidelines.
- Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.
- Actively work with the customer care team on customer intimacy and delivering superior customer experience.
- Day to day communication and collaboration with customers, operations, sales and GBS.
- Resolve request for order changes, issues and handle customer complaints and inquiries internally and externally.
- When applicable determine corrective action with the help of the Support Office and Control Tower.
- Prepare Debit and Credit notes, process quality notifications and Customer Returns.
- Manage customer expectations and build strong relationships.
- Proactively collect Customer Forecast, enter into tool and collaborate with planning on information relating to demand planning and stock positions and actively participate in demand planning meetings.
- Proactively ask for and act upon Customer feedback.
- Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements.
- Provide coverage and support accounts for other team members as necessary.
- Identify the right communication method based on the sense of urgency and issue.
- Knows how to diffuse a difficult situation and get resolution with the customers.
- Follow the new Customer/product processes and contribute to improve New customer experience.
- Participate to Customer visits and presentations when required.
**Required skills**
- Strong knowledge of SAP and associated processes
- Microsoft Office expertise
- Interpersonal and communication skills
- Demonstrated Customer Relationship Management
- Basic Inventory Management knowledge
- Understanding of Incoterms and Shipping Terminology
- Negotiation skills
- Knowledge of Lean/Six Sigma, (white/yellow belt)
**Required Competencies**
- Customer focus
- Action oriented
- Time management
- Listing
- Written communication
- Peer relationship
- Conflict management
- Problem solving
- Business acumen
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