Customer Service Advisor

3 weeks ago

Peterborough, United Kingdom Talentspa Full time

**Customer Service Manager**

**Customer Service Advisor**

**Peterborough - Competitive salary and benefits package**

**The Company**:

- **Our client is the global pioneer of sustainable, engineered leather.**

Our clients revolutionary process transforms waste leather into advanced materials whilst achieving a significantly lower environmental footprint - Our client is THE global leader in sustainable materials technology. Their materials reduce waste, increaseperformance, and enables brands to create extraordinary products and memorable customer experiences, whilst improving sustainability.

Born in the UK and headquartered in Peterborough, Our client has grown to supply industries ranging from transport to footwear, across more than 50 countries. With an established blue-chip global customer base, their team are proud to work with brands suchas American Airlines, Easyjet and Mercedes.Our client has received multiple technology and sustainability awards, including The Sunday Times 'Tech Track 100’ and 'International Track 200’, Global Cleantech 100, and the Financial Times 1000 Companies to InspireBritain.

As a business and brand, they take pride in being a forward-thinking, innovative enterprise with a unique product base and truly global reach.It is an exciting time to join our client with significant investment and clear ambitions driving the company forward.

**Exciting opportunities in Customer Services**

Following a period of growth and internal promotions, we are looking for both a Customer Service Manager and Customer Service Advisor to join our team.

You can expect your day-to-day activities to help contribute to our clients ongoing growth and success by providing the highest levels of internal and external customer service; building sustainable relationships through open and interactive communicationand helping to create a customer service culture throughout the organisation.

**Customer Service Manager**

You will be responsible for:

- Leading and developing the customer service team ensuring every contact with the customer is positive and engaging
- Liaising with the sales organisation to ensure the team is meeting customer expectations
- Acting as the voice of the customer internally
- Working closely with our Ops teams to ensure we have a customer focussed production plan
- Work with the commercial teams to resolve any major or escalated customer issues
- Liaise with the Quality team to review customer complaints and track complaint resolution
- Own the sample process to guarantee customer demand

To succeed you should be passionate about the customer and enjoy working with colleagues from a range of backgrounds across manufacturing, sales and marketing, supply chain and quality. Within an open and honest organisation, you will have visibility fromday one with senior managers and leaders across the business - a perfect place to demonstrate your capabilities and potential and build a great career in the sustainable materials industry.

Specifically, we’re looking for someone who can demonstrate:

- Minimum of 5 years experience working in a customer service environment, working with an external, global sales team
- Outstanding leadership, interpersonal and communication skills, with a second language a strong advantage but not essential
- Prior experience of working with a CRM system
- Ability to work with a level of ambiguity

**Customer Service Advisor**

You will be responsible for:

- Partnering with a member of our global sales team, developing relationships with their customer-base, ensuring the customer is informed of the status of their order at all times
- Qualifying incoming leads before passing to the sales team; this includes initial customer contact, desk research, understanding customer needs, reviewing the size of the opportunity and strategic fit with the organisation.
- Owning some customer accounts including cut & sew customers and other opportunistic enquiries
- Sales support including following up actions from visit reports, sampling, literature, internal liaison with all teams.
- Order support including order checking, acknowledgement, status updates etc.
- Salesforce support including updating accounts, contacts, opportunities, sample requests, quotations and sales forecasts.
- Contract support, ensuring a full understanding of:

- Rebates, over-rides, FX, inflation escalators etc
- Shipping terms - commercial and revenue recognition implications
- Pricing

Our client is looking for someone who can demonstrate:

- Recent experience of working within a customer facing role, with strong service driven values
- Excellent communication skills, with a second language a strong advantage but not essential.
- Prior experience of working with a CRM system
- Experience working with or supporting an external sales team
- Experience of working closely with other teams within an organisation, especially credit control.

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