Customer Service Advisor

2 weeks ago

Burscough, United Kingdom DS Smith Full time

An exciting opportunity has arisen for a Customer Service Advisor to join our Sales Department at our Burscough manufacturing site.

You’ll be working as part of an established team with a focus on delivering a world-class customer service in a fast-paced environment. Our aim is to delight our customers, grow our business and contribute towards achieving and exceeding DS Smiths KPI’s and goals.

In your role as Customer Service Advisor your key responsibilities will include:

- Processing customer orders within defined lead dates and agreed customer service level agreements
- Co-ordinating artwork preparation in liaison with external suppliers and gaining prompt approval to meet production timelines
- Recovering origination spend through proactive customer invoicing
- Analyzing customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements
- Pro-actively reducing made to order stock residing in the warehouse through daily review and customer liaison
- Placing purchase orders for non-manufactured products within the DS Smith network or external suppliers to meet customer requirements
- Acknowledging customer complaints and reporting dissatisfaction/failures in line with procedures
- Discussing solutions with customers and following through on those actions to ensure customer satisfaction and achieve resolution
- Establishing a strong relationship with the Account Managers by sharing internal and external information and acting as the main liaison for other areas of the business to provide a united service to customers
- Building strong relationships with customers, gaining insight to their business, keeping them informed of their order status and answering queries
- Working with the team and other internal colleagues to improve team and cross-departmental relations, flexibility and efficiency in our service offerings
- Continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence programme.

To be successful in this role, you will need the following
- Experience in a fast-paced customer service role.
- Excellent written & verbal communication skills.
- Proficient in Microsoft Office 365, Excel, SharePoint.
- Knowledge of SAP or similar software.
- Ability to effectively manage your own workload.
- Meticulous attention to detail.
- Previous exposure to a manufacturing environment.
- A passion for delivering exceptional customer service

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