Customer Service Representative

6 months ago

Glasgow, United Kingdom The HR Booth Full time

Job Advert

**The HR Booth are delighted to be recruiting for an Customer Service Representative on behalf of Pitreavie Packaging Ltd.**

At Pitreavie Packaging, it is their mission to be at the forefront of the market, continually solving real problems for customers with innovative and effective solutions through every stage - initial design concept, development, prototyping and manufacture. Their people, their knowledge, their technology, and their customer service are key to the business and are what makes us stand out from our competitors.

They are going through a period of growth, so this is an exciting time for the business & their people. You could be a part of this exciting future at Pitreavie Packaging.

The role is full time 37.5 hours a week on a permanent contract, working Monday-Friday.

As a Customer Service Representative, you will be responsible for managing the relationships and delivering exceptional service to an established customer base.

**Responsibilities**:

- Manage the relationship for a defined group of customers.
- Work collaboratively with the customer to ensure all forecast, demand and orders are aligned.
- Maintain stock balance reports and communicate to the customer (including internal stakeholders) as per the agreed timescales.
- Work in partnership with the commercial contact to identify gaps to grow sales and ensure that there is always one-aligned message.
- Inherent curiosity about the customer, business strategy/direction. Identify ways that Pitreavie can grow and develop the strategic relationship.
- Maintain a database to track customer conversations/interactions.
- Daily OTIF Root Cause Investigation & Reporting.
- Proactive notification to the customer on any change to a delivery.
- Daily processing of customer orders / order acknowledgment response within the agreed timescales.
- Respond to any customer enquiry in a timely manner.
- Ensure that all the customer details are correctly setup in internal systems.
- Ensure that the on-boarding documents are attached to the system and communicated to manufacturing as required.
- Follow-up and resolve any outstanding POD's.
- Weekly review of the Aged Stock and seek opportunities to clear with customer.
- Raise any customer collection notes as required. Ensure that the uplift is completed.
- Support with any ‘month end’ tasks as required (stock balance sheets / invoicing).
- Maintain Customer Price Lists.

**Knowledge, Skills and Experience**:

- Experience of customer collaboration and relationship management
- Experience in a customer service environment
- Commercial awareness
- Experience of Microsoft packages (word, excel and preferable Business Central)

**Personal Attributes**:

- Best in class customer service skills
- Excellent communication skills
- Willing to embrace change
- Proactive problem solver
- Ability to prioritise and manage time effectively.
- Ability to work as part of a team

**KPIs**:

- On time in full (OTIF)
- Inventory
- Accurate stock reports issued on time to customer base
- Order processing with agreed timescales

**Employee Benefits**:

- 6 weeks/30 Days Holiday from Day 1 (increasing to 34 with Length of Service)
- Ability to Purchase 2 Additional Holidays Annually
- 3 Times Life Assurance
- Employee Assistance Programme
- Cycle2Work Scheme
- Retail Discounts through Caboodle
- Company Provided Flu Vaccinations Annually
- Refer a friend scheme worth £1000
- Long Service Awards

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