Representative Customer Service

7 days ago

Bradford, Bradford, United Kingdom DRiV Incorporated Full time £25,000 - £55,000 per year

Role Overview

  • End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration;
  • Engage with customers to provide a positive, quality Sales experience in all circumstances;
  • Closely collaborate with Sales department and across all business functions both locally and centrally;
  • Promote a high level of customer satisfaction and quality of service;
  • Provide quality and proactive support to both internal and external customers.

Responsibilities

  • End-to-end management of the OTS (order to shipment) process;
  • Daily contact/liaison with customers and sales team;
  • Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery;
  • Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze);
  • Process customer pricing approval requests (PAR) and action/follow up within appropriate departments;
  • Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team;
  • Provide customer and internal reports as and when required;
  • Update and maintain all customer records in conjunction with Master Data;
  • Promote & follow-up electronic ordering (Teccom/EDI);
  • Support in processing customer invoicing & resolution of queries as appropriate;
  • Review and update packing/shipping instructions;
  • Maximize shipments and improve availability where possible;
  • Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary);
  • Follow-up proactively with material and delivery issues, ensuring high level of customer focus;
  • Interface with credit department and all other departments;
  • Meet forecast pressure;
  • Initial point of contact for all first-level customer complaints and queries;
  • Follow all procedures according to corporate guidelines (in a timely manner);
  • Provide documents whenever necessary/as required for audit purposes;
  • Work closely with the DC and manage stock levels and delivery dates.

Requirements

  • Previous experience in a customer service/admin environment;
  • High level of written and spoken English;
  • Good working knowledge of MS Office;
  • SAP knowledge and experience;
  • Automotive industry experience would be advantageous;
  • Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements;
  • The ability to be able to liaise confidently with customers and internal stakeholders;

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