Customer Services Executive

7 months ago

Waltham Abbey, United Kingdom The Delta Group Full time

**Job Title: Customer Service Executive**
**Department**:Client Services**
**Reporting to: Customer Service Team Leader**

**Role Overview**

The Customer Services Executive works as part of Delta Group’s Customer Services Team in assisting clients with delivering POS materials, fulfilling campaign orders, managing library stock and maintaining the platforms and systems that supports these services.

**Primary Objectives**

**_ Stock:_**
- Regular dead stocking
- Stock rotation
- Reporting
- Manage goods in & out issues

**_ Client data: _**
- Update data bases
- Verify data integrity
- Maintain a deep knowledge of clients

**_ Orders: _**
- Accurate placing
- Monitoring
- POD reporting
- Issue resolution

***Key Responsibilities**
- Update & circulate dashboards to report campaign and library performance
- Become familiar with the client, their marketplace, campaigns and requirements
- Maintain internal and external relationship with the client and their Delta contacts
- Invoicing of client accounts within specified timeframes
- On-boarding new store openings into the business
- Establish a high level understanding of the management systems i.e. Workstream & MPDo
- Identify and flag urgent and high profile orders and requests
- Resolve queries, escalating appropriately when required
- Support the team with knowledge and experience helping resolve issues
- Help colleagues manage their workloads
- Maintain the integrity of processes
- Propose improvements to ways of working
- Ensure relevant client contractual SLAs and KPIs are met or exceeded
- Any other reasonable duties as instructed by your Line Manager / Director

***Knowledge, Skills and Experience**
- Understanding of Customer Service Expectation
- Excellent communication skills, both internally and externally
- Ability to project manage
- Excellent organisational skills
- Able to multi-task and prioritise own work
- Accuracy and attention to detail
- Ability to work under pressure and to tight deadlines
- Experience of direct client communication
- Able to act on own initiative and possess a ‘can do attitude’
- Have a proven track record of delivery
- Strong MS Office skills, especially Excel
- Create schedules and distribute to all parties involved in a project
- Collaborate with Delta departments on production and print requirements
- Ensure accurate reporting of project status to clients and colleagues

**Behaviours**
- Strong team ethic
- To be known for ‘making things happen’ through great service.
- A pro-active and ‘can do’ attitude
- We have to ensure we are jargon-free, that our first answer is ‘yes, we’ll make it happen’ and that we make it easy for our clients to understand what we do and how we add value.
- Can look at existing situations and problems in novel ways and come up with creative solutions.
- Is able to get a message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information

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