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Customer Service Advisor
4 months ago
**Customer Service Advisor**
The Smurfit Kappa Group plc are Europe's leading corrugated packaging company and one of the leading paper-based packaging companies in the world. An industry leader with 46,000 employees globally, 350 production sites around the world, with locations in23 countries in Europe and 13 countries in the Americas.
Smurfit Kappa Corrugated UK are;
- Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.
- Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.
Smurfit Kappa in Norfolk are looking for a Customer Service Advisor to join our internal sales team.
Reporting to the Customer Services Team leader, this is a full-time post working 8:30am to 5:00pm each day.
**Key responsibilities will include**:
- Dealing with customer calls as the first point of contact, ensuring the best possible customer service is provided at all times
- Processing customer orders in a timely manner in line with key performance indicators
- Processing customer complaints in line with business processes and ensuring customers are kept up to date
- Developing strong professional relationships with customers and colleagues alike
- Identifying opportunities to enhance the customer experience by making service improvement recommendations
- Working proactively with customers/potential customers to generate leads and enquiries in conjunction with the Business Development Managers
- Manage stocks against agreed levels to ensure balance between OTIF levels, production capacity and aged stock
- Compliance with company’s Health and Safety requirements
- Timely management of processing of new order tooling requirements and specification check sheets to ensure orders are correct to customer needs and meet the required timeframes
- Work with other departments to develop efficient delivery of customer service requirements
- Will need to be able to cover work carried out by the New Business Team to provide support on an ad-hoc basis. This will include provision of quotations and some commercial decision making
- Excellent communication skills both oral and written communication skills with a high level of numeracy
- A passion for customer care, developing good, productive working relationships with internal and external customers
- Being able to work as part of a team as well as on their own initiative
- Good organisational skills and an understanding of process and procedures throughout other departments encompassing the full product lifecycle
- High levels of accuracy with data entry
- Good understanding of computer systems including Microsoft Excel and other Office products
- An ability to make decisions in line with current business processes
- An ability to act with integrity and take ownership of customer service issues through to resolution
- Able to remain calm under pressure and be confident in challenging situations
- Ability to challenge existing processes for the benefit of the Company the customer and where feasible implementation solutions
**In return we offer**:
A competitive annual salary
25 days' holiday, plus bank holidays
Workplace pension
Regular bespoke training
A quarterly recognition scheme
Employee Assistance Programme
