Customer Care Representative

6 months ago

Manchester, United Kingdom MARKEM IMAJE Full time

Markem-Imaje is a trusted global manufacturer of product identification and traceability solutions. Our connected solutions help manufacturers to reduce waste, increase efficiency, achieve compliance and protect their brand.

We offer the most complete range of market-leading marking and coding systems along with software, services and consumable solutions so our customers can streamline all their printing needs from one supplier.

This role will undertake all aspects of the Customer Care activities and collaborate with functional departments throughout the distribution and supply chain operations, as well as provide high customer service through efficient ordering and administration of customer queries, purchases and returns in line with our processes and procedures. The new team member will be acting as a representative for the brand which will create customer satisfaction and loyalty. This role will work closely with Helpdesk, Planning, Account Managers and Supply Chain.

**What you’ll do**:

- Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers.
- Printer Sales and Demo Printer Orders - Entering orders in SAP, following up on delivery, coordinating communication between sales, the customer and planning. Support the digital implementation as B2B Customer Portal and Sales Order Automation.
- Frequently run SAP reports to ensure goods are progressed, blocked items investigated, and invoicing released for printers, spare parts and consumables. Transport follow-up check overdue orders. Regulation follow-up. Handle special invoicing requests for customers.
- Logistic Claims - Processing logistic claims for damaged or missing items from customer deliveries and initiating resolution.
- AES Orders - Taking and processing exchange service orders, ensuring return of damaged stock as per contractual terms.
- Return and Repair Process - Taking and processing printer returns, ensuring repair and return to the customer within agreed timelines.
- Returns Handling - Managing returns process, coordination between Technical Services, Customer and Platform.
- Infosys sending (OEMs) - Coordinating and managing communications with customer invoices, following up on invoice queries.
- Acting as first point of contact in customer queries or following up invoiced orders.

**What you need to have**:

- Ability to communicate with internal and external customers in advisory capacity.
- Exceptional knowledge of customer service, at least 2 -3 years' experience in a similar role.
- Ability to technically assess situations and issues and proactively advise on solutions, approaching opportunities from a business perspective and not solely from a customer service viewpoint.
- Customer Care are the face of Markem-Imaje to the customer and must act as professional experts in all touch points.
- Must be able to follow procedures and plan time for self and others.
- Ability to manage multiple projects.
- SAP and/or Salesforce experience is a plus.
- Basic Excel.

**What we offer**:

- Growth Opportunities within international environment
- Health Cashback Plan
- Discount Scheme
- 25 days annual leave + public holidays
- Employee Assistance Program
- Life Insurance
- Long Service Awards
- Employee Referral Program
- Smart Casual dress code
- Company Pension
- Collaborative entrepreneurial spirit
- Winning through customers
- High ethical standards, openness and trust
- Expectations for results
- Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply We can’t wait to hear from you.

**Location: Manchester, M50 1RD / Initially on-site. Hybrid option will be offered once new team member is set up adequately and upon managers discretion.**

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, age and genetic information.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Manchester, M50 1RD

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