Customer Service Operator

6 days ago


Exeter, United Kingdom Reed Business Support Full time

The Customer Support Operator will work for a specific sales region but also cover any other National Sales team as and when required. The role will drive a customer excellence approach in line with our B2G Strategy Pillars of Customer and Operational Excellence.Working with all internal departments to promote a “Get it right first time” approach.

**Purpose of the job**

The Customer Support Operator is responsible for proactively and efficiently managing all customer and Account Manager requests from Order to Cash. Working closely with the regional sales team to support them with any customer related administration requiredfrom onboarding of new customers to dealing with invoice disputes. The role will become the single point of contact for all cross functional teams that are involved with our Customers. The key focus of this role is to develop ways of working and structureto support the National Account Managers in alleviating the time they spend on admin and chasing cross functional teams for responses to resolve customer issues and or new customer set up. The role will be instrumental in ensuring our A/C Managers are fullyfocusing on delivering and capturing more volume, increasing the time they can spend on farm and prospecting with new customers.

**Key Accountabilities**
- Working closely with internal departments to reduce number of invoice disputes and finding quick resolutions
- Tracking all queries from customers and account managers and closure times from start to finish, taking full ownership of the query. Building a query database for monthly review to identify areas for improvement.
- Driving and chairing any process/system areas for improvement
- On boarding of new customers
- Managing of contracts and pricing updates
- Being the single point of contact for customers
- Maintaining and taking ownership for all incoming customer queries
- Pricing
- Ad hoc customer reporting
- Complaint inputting and resolution management
- Reviewing trends on complaints and presenting
- Forms for new accounts
- Managing any invoice queries through to resolution
- Monitoring customer returns and prompt management
- Updating customer visit details
- Producing credit notes as and when required
- Sending daily output to account managers
- Sending to customers any admin related sales/invoice requirements

**Qualifications**
- Knowledge of the feed industry (desirable but not necessary)
- Attention to detail imperative
- Time management
- Credit management experience
- Good customer facing skills
- PA experience (desirable but not necessary)
- Analytical
- Good system experience e.g. SAP/C4C/SIS
- Tenacious
- Resilient
- Autonomous
- Improvement focused and embracing technology where possible



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