Customer Care Specialist

4 weeks ago

Chipping Norton, United Kingdom Oxford Plastic Systems Limited Full time

**ROLE OVERVIEW**

Delivering excellent service standards and achieving a high level of customer satisfaction, by acting as the front-line relationship with our customers through the provision of accurate product and order to delivery service information across all sales channels and product categories.

Providing an efficient and orderly approach to work streams across our business systems and customer information files, in order to accurately respond and process sales enquiries, customer orders, product returns, pricing and account related queries.

**ROLES AND RESPONSIBILITIES**
- **Customer Care & Sales Support**_
- Working closely and collaborating with Sales, Marketing, Operations, Logistics and Finance colleagues to ensure that customer issues and situations are investigated, and solutions are determined in a timely, friendly and professional manner.
- Effective call handling demonstrating strong listening and speaking skills to clearly and accurately respond to customer inquiries and concerns.
- Possesses good product and company knowledge to be able to respond to customer and consumer enquiries.
- Calm and effective customer complaint handling to ensure a professional and timely resolution.
- Adherence and communication to customers of our standard terms and conditions of business, clear understanding and implementation of OPS commercial policies. Respecting set limits of authority with regards to granting price variations, MOV carriage paid terms and any other exceptions outside of standard T&C’s.
- **Order to Delivery (OTD) Management**_
- Co-ordination and interaction with the Country Sales Managers to ensure export customers specific requests are met in terms of order entry, despatch / shipper collection dates, delivery presentation standards and all administration complies with Government Custom & Excise requirements.
- Ensuring the correct procedure is followed when agreeing and arranging stock returns / product uplifts in conjunction with the sales and operations teams. POD request handling

**MANDATORY RESPONSIBILITIES**

All employees of OPS have the following responsibilities:

- Working in accordance to the company health and safety policy to take reasonable care for their own and colleagues health and safety.
- Refrain from intentionally misusing or recklessly interfering with anything that has been provided for health and safety reasons.
- Adhere to the Company’s H&S requirements (ie risk assessments, work instructions and through training).
- Work in accordance with information and training provided, and not undertake any task for which authorisation and / or training has not been given.**DESIRED KNOWLEDGE, SKILLS AND EXPERIENCE**
- Good communication skills, able to interact at all levels and build trust and positive relationships.
- Conveys confidence through a strong work ethic and positive attitude, a rounded team player who provides excellent speed of service to internal and external customers.
- Well-presented, polite, tactful and able to handle customer and consumer complaints in a calm manner.
- Confident in dealing with difficult situations whilst willing to learn and be adaptable.
- Good organisational skills, accurate, reliable and the ability to prioritise and work effectively whilst respecting deadlines.
- Language skills, fluent in French and/ or German
- Numerate, supported by good attention to detail and an analytical approach.
- Strong PC literacy / computer skills and has a solid competency in the use of MS Excel, Word, PowerPoint & Outlook.
- Minimum 2years experience in a commercial environment, exposed to supporting overseas customers and external parties
- Strong track record in a relevant administrative role that provides a solid understanding of the sales / customer arena
- Educated to GCSE or equivalent in English, Math’s, French & German
- Familiar with, either B2B multi country customer relationships, or an SME manufacturing business would be beneficial
- Relevant construction or safety market and / or company knowledge
- Knowledge of Sage 200 and Xero would be an advantage

Your line Manager will be the Customer Care Manager. All staff at Oxford Plastics are required to work as part of a team, and therefore you can also expect to report into senior members of staff across other areas of the business.

You may at times be required to support other roles and responsibilities within the business, in addition to your regular roles and responsibilities outlined above.

**COMPENSATION & BENEFITS**
- **Salary**

Circa £28K per annum
- **Working Hours**

Monday - Friday 09:00 - 17:00
- **Annual leave**

25 days + BH per annum
- **Pension**

Employer 3% pension contribution

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

**Salary**: From £28,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Chipping Norton: reliably co

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