Customer Service Representative

4 weeks ago

Cheshire, United Kingdom Jark Full time

We are looking for an experienced Customer Service Representative for my client based in Winsford, Cheshire for a permanent contract.

Job Purpose:
To support the external sales team as fully as possible.

To work as part of a Customer Services team providing a professional, effective and efficient link for customers.

To project a professional image as the first line of office contact

Key Accountabilities:
a) This involves keeping accurate records of all correspondence with customers so that future queries can be handled consistently.

b) Ensure customers are kept informed of anything relevant (e.g. stock availability, delivery problems).

c) Dealing with customer complaints efficiently.

d) Organizing samples.

2. Sales order processing

a) Processing sales orders within SAP and QAD.

b) Confirming orders within certain time scale.

c) Ensuring orders are priced correctly.

d) Producing relevant dispatch/shipping and invoice documentation.

3. Stock control

a) Monitoring finished goods to ensure sufficient levels of stock are available to meet customer demands.

4. Creation of customers within SAP and QAD ensuring all relevant details are correctly recorded.

5. Purchase order processing.

6. Reception duties include answering the telephone, greeting visitors, dealing with post and act as admin.

support within the office (e.g. archiving, general filing).

Key Challenges:

- The ability to work in a pressurised internal environment.
- The ability to prioritise in an effective and efficient manner.
- Integrate harmoniously into the customer services team.
- Tolerate people and processes with patience, perseverance and professionalism.
- To be organised in the face of varying and fluctuating demands.

4. Scope:
1. A customer facing role

a) Ensure that all customer orders/queries are dealt with professionally to avoid delays and misunderstandings that could have an impact on sales.

b) To handle all complaints professionally and timely to minimize any cost involved or future loss of sales.

2. To ensure that the customer order is communicated to others in a clear and accurate way to avoid manufacturing errors relating to design or quantity ordered. Check that the scheduling of production meets the customer requirements to fulfill the sale.

3. Deliveries

a) To ensure that correct paperwork is issued to warehouse staff to avoid picking errors and costly mistakes.

b) To book transport and liaise with transport companies to meet customer expectations - late shipments could cause claims or non acceptance of goods.

c) To ensure that correct documentation is issued/is available for the import and export of goods to avoid delays and cost.

5. Knowledge and Experience: Commercially aware person with computer knowledge and experience within a manufacturing environment, with the following competences:
a) The ability to deal with difficult customers, handling complaints.

b) Identify ways to continuously improve customer service.

c) Caring for customers/empathizing and helping.

d) Understanding of the company systems and processes.

e) Working with team members.

f) Problem solving.

g) Product knowledge.

h) Work well under pressure.

i) Self-motivation.

j) Relationship building.

k) Strong communicator.

l) Good attention to detail.

m) IT literate.

n) Good organizational skills.

6. Organizational Relationship: Customer Services Representative reports to Customer Services Manager, who reports to Managing Director.

Working hours 9am - 5pm Mon to Fri

Salary £21,840/annum

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