Customer Service Advisor

4 months ago

St Helens, United Kingdom Knauf Insulation UK Full time

Job Title**:Customer Service Advisor**

Knauf stands for **opportunity**. We know that opportunity looks different to each person, and we are proud that we see opportunity in everyone. This exciting role within Knauf Insulation could be the perfect next opportunity for you to build a unique career, in a values-led culture with a clear purpose of making tomorrow a home for all of us. We are a global manufacturer of construction materials and within our Group, our 41,500 team members in 90 countries across 300 sites provide a huge opportunity for anyone with ambition and energy. We value everyone's contribution equally and we ask that you bring your whole self to work, to enrich the business further, as together we achieve more in a safe and inclusive environment.

Knauf Insulation is proud to be part of the Knauf Group... To learn more about the business, click here.

**Can you say ‘yes’?...**
- Do you thrive working in a fast-paced environment?
- Do you know how to organise and prioritise workloads?
- Do you always work with the customer in mind?

As a Customer Service Advisor you will effectively manage and support the supply of Knauf Insulation products, whilst maintaining systems and procedures to ensure the delivery of service meets and exceeds the expectations of all of our customers and is in line with our best practice guide

**What you’ll be doing**
- Managing the full customer journey from order entry to invoice, including working with our digital ecosystem.
- Accurately process customer orders in SAP, giving correct lead times, pricing and customer details.
- Maintain a best in class level of customer service in line with the Knauf values at all times.
- Confirm all SAP records are kept up to date with precise audit trails to demonstrate any changes and communication with the customer.
- Supporting the Supply Chain team with customer contact in relation to complaints with a customer-centric mindset.
- Manage the day-to-day relationship with our third party logistics provider ensuring that any issues and updates are known and handled in a suitable and effective manner.
- Escalate delays with internal departments and third party logistics provider to ensure the delay is kept to a minimum.
- Request updates from the third party logistics provider giving estimated arrival times and inform the customer of any changes.
- Liaise with the warehouse, production and plant to confirm any special requirements to promote best-in-class customer service.
- Liaise with customers and suppliers to ensure that customer expectations are met and exceeded in line with our best practice.
- Communicate any ancillary charges in a timely manner and see issues through to an end result whilst maintaining best-in-class customer service.
- Communicate any variations to orders in a positive manner to customers and make the relevant changes in SAP to ensure order accuracy.
- Investigate and resolve any complications which may arise throughout the customer journey.
- To have the ability to react and positively adapt to the demands of the customers in a dynamic live environment.
- Role model our corporate values by consistently demonstrating and encouraging behaviours aligned with the Knauf Insulations values in all interactions.
- Demonstrate best-in-class customer service at all times in line with our best practice guide.
- To take responsibility for development of self and support continuous improvement within the department.

**What we’d love for you to have**:
We are interested in you as a person, your attitude, behaviours, and values. If you have the willingness to learn anything you need for the role that you don't already have, we'd love to speak to you.

If you have any of the following - this would be an added advantage:

- Experience in Transport and Logistics Customer Service
- SAP Knowledge
- Excellent Verbal and Written Communication Skills
- Good Administrative and I.T Skills
- Strong eye for detail and the ability to work autonomously

**We'll provide**:

- Enhanced Holiday Pay - 33 days including bank holidays plus the opportunity to purchase more
- 16 weeks Company Sick Pay after 3 months of service
- Group Income Protection
- Enhanced Maternity, Paternity and Adoption packages
- Life Assurance - 4 x annual salary
- Defined Contribution Pension Scheme
- Staff Bonus Scheme
- Career Progression Routes
- Employee Assistance Programme through Health Assured
- Westfield Health Cash Plan
- Perkbox
- Access to Costco Membership
- Wickes Employee Purchase Scheme
- On site Gyms
- Wellbeing Initiatives and Mental Health First Aiders
- Car Salary Sacrifice Scheme
- Cycle to work scheme
- On site Car Charging Points

**What happens next?

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