Customer Service Administrator

7 days ago

Maldon, Essex, United Kingdom Magnera Corporation Full time

Overview
Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

Responsibilities
In this role you will work in a challenging, fast paced, customer focused environment, where a proactive approach is key. You will be able to engage effectively with customers and other stakeholders, work well within a small team, be results focused, well organised and able to manage your time efficiently. You will work with the team to continuously develop and implement strategies to deliver best in class customer service.

SAFETY

  • Completion of BBS / Near Misses.
  • Support with the completion of Risk Assessments .
  • Ensure that you and your work colleagues are not put at unnecessary risk of harm. It is expected that you will not only follow company safety policies, but will actively ensure others do the same.

CUSTOMER CARE - Provide a high level of customer service during email and verbal communication

  • Process customer purchase orders accurately and supply an order confirmation to the customer in line with Magnera targets.
  • Complete order entry log daily ensuring all the information is accurate.
  • Answer incoming calls, providing product information/advice and confirm pricing and stock availability.
  • Provide written quotations, ensuring pricing and lead time information is accurate in line with Magnera targets.
  • Complete quote response log, ensuring all the information is accurate.
  • Participate in customer visits.
  • Process returns orders and credit notes.
  • Investigate and resolve customer concerns efficiently, adding detail to concern register when applicable.

Additional Tasks

  • Participate in team meetings, providing reports and information for discussion/follow up where required.
  • OTD reporting, ensuring agreed countermeasures for failures are implemented and communicating improvements with customers.
  • Investigate and resolve invoice queries within 48 hours, and obtain POD's where required.
  • Process sample requests and liaise with logistics department to arrange shipping.
  • Support logistics team when required.
  • Support purchasing / planning team when required.

Support external sales team when required.

Qualifications
Education (Degree/Major)
Minimum of GCSE passes in English and Mathematics

Certifications
Knowledge of Microsoft; Word, Excel, PowerPoint

Experience working with a CRM (Salesforce) and MRP system

Work Experience
Minimum of 2 years working in customer service environment.

Previous experience working within a manufacturing or construction environment desirable.

Language
Fluent both written and verbally in English

The successful applicant will need to provide proof of their right to work in the UK.

No agencies please

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