Customer Service Representative

2 weeks ago

Oldham, United Kingdom Crane Payment Innovations Full time

**Position**: Customer Service Representative - German language

**Business Unit**: Crane Payment Innovations

***Location**: CPI Manchester

***Reports To**: Customer Service Manager

At CPI you will become a valuable part of an inclusive culture of collaboration and innovation with the support of over 2,000 associates working in one of our 15 offices across the world. If you want to have a hands-on global impact on payment solutions, we want you to join our team as a Customer Service Representative. This is a full time position based in our office in Manchester, UK.

***Position Summary**:
Daily activities require timely and accurate order-intake, response to customer needs/ inquiries/complaints, customer account management and sales support. Coordination and interface is expected with Channel Supply Manager, Finance, Technical Support and Shipping Department associates to ensure delivery of customer expectations and overall customer satisfaction as defined by the customer is achieved.

Required language would be German.

***Responsibilities and Duties**
- Order entry into CPI ERP system (SAP)
- Respond to internal / external enquiries while maintaining department service level agreement (SLA)
- Liaise with account managers regarding customer requirements, order updates, pricing, and general account management
- Various reporting to support customers and account managers as necessary (i.e. open orders, shipping history, etc.)
- Liaise daily with manufacture to ensure orders manufactured to the required dates
- Create/Maintain pricing records in SAP and SFDC to ensure customer records are up-to-date
- Assist finance when necessary on communicating to customers regarding financial standing of their account (credit hold, past due, cash in advance, etc).
- Provide basic technical support when possible. Engage technical support on more complex requests.
- Coordinate freight quotes and/or customer pick up with Logistics / Despatch
- Monitor customer consignment stock (if applicable)
- Filing (electronic) to insure documentation is available to support internal/external audits
- Credit note creation and authorisation from management to insure timely process to customer
- Participate in continuous improvement by making suggestion on improvements for the inside sales process.
- Participate in Kaizen events to dramatically improve processes through quick and radical change. Work towards tool champion status
- Adhere to all Company Policies, safeguard the company’s interests and act in an ethical and legal manner as well as report all violations of company policies and procedures to appropriate management
- To carry out any other activities as and when required

**Position Requirements**:

- Customer Service orientation
- Ability to build relationship at all levels
- SAP experience
- Self-motivated attitude, conscientious and excellent personal discipline
- Multi-tasking skills - can prioritise, is detail orientated and perform an variety of concurrent tasks with mínimal direction
- Proactive and takes the initiative to ensure the customer has a positive outcome at all times
- Analytical and problem solving skills
- Must resolve order intake, order returns, account management and shipping issues successfully and efficiently
- Ability to obtain and work through issues relating to product availability before they affect the customer.
- Able to work to deadlines
- Team Player
- Understand and learn new products as they are released for sale
- Computer literate (Excel, Word, PowerPoint, Outlook)

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