Customer Service Administrator

3 months ago

Newcastle upon Tyne, United Kingdom WestRock Full time

**The Opportunity**: The Customer Services Account Administrator is responsible for maintaining sound relations with the organizations customers by providing services before, during and after a transaction. Activities include managing and maintaining customer information, providing product and service information, supporting the Customer Service Account executives and to liaise with internal stakeholders.

**How You Will Impact WestRock**

The primary duties of the Customer Services Account Administrator are:

- Responsible for product knowledge and corresponding site standards and be able to make determinations of how to match the customer’s requirements and business needs.
- Close relationships with CSAE team members to ensure up to date awareness of customer needs.
- Proactively identify issues that may inhibit customer satisfaction.
- Provide prompt communication to the CSAE regarding existing challenges meeting requested ship dates.
- Track orders and initiate changes per customer or sales requests to ensure on-time delivery.
- Act as an integral part between the following departments CSAE, Production Planning/Team, and logistics.
- Work both independently and with the business unit team to manage CSAE needs and ultimately the customer’s needs.
- Be a key part in the process of managing board sales through SO & CO raising and following through to warehouse function.
- Participate in a collaborative, team planning processes; measuring and developing actionable improvement plans for key performance metrics.
- Utilise data from various sources for optimal decision making.
- Contribute to continuous improvement within the team.
- On-Time Shipment (OTIF), Customer Satisfaction, Track and reconcile weekly/monthly metrics versus established targets.
- During periods of annual leave, you may be required to provide additional support outside of the normal duties, this will be discussed with you as and when needed.

**Experience and Skills required**:

- Dynamic and can-do attitude in all you do
- Logical and analytical with experience of customer service.
- Strong problem solving and verbal skills with the ability to communicate with all levels.
- High-level proficiency within MS Office programs e.g., Outlook, Excel & Word
- Ability to work as part of a team comprising of the internal stakeholders across the business.
- Work proactively to complete all tasks timely, accurately, and completely.
- Self-motivated and eager to take on new challenges.
- Be accountable and always make sure you are always setting the best example to your colleagues.

**What we offer**:

- Corporate culture based on integrity, respect, accountability and excellence
- An attractive salary reflecting skills, competencies and potential
- Comprehensive training with numerous learning and development opportunities
- A career with a global packaging company where sustainability, safety and inclusion are business drivers and foundational elements of the daily work

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