Customer Service Specialist
2 days ago
Company Description
**Job Description**:
This role focuses on managing the order-to-delivery process, ensuring fast and reliable order fulfillment for customers in the EMEA region of our Printer and Fastener Solutions division.
**YOUR RESPONSIBILITIES WILL INCLUDE**:
- Accurate and timely entry of orders onto the order management system.
- Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress.
- Checking progress, lead-time and quantity for each order.
- Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met.
- Ensuring clear and correct dispatch instructions, i.e. terms of delivery, forwarder details, are provided to the dispatch team.
- Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.
- Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.
- Running and monitoring back order reports for designated customer base (daily or weekly depending on the area).
- Proactively supporting Sales with specific campaigns, this may include contacting existing customer base with special promotions.
- Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales.
- Liaising with Credit Control/Finance to resolve all invoice queries.
- Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.
- Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
- Maintaining accurate and up to date customer records and price lists in the systems.
- Collating information and producing reports as required.
- Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency.
- Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence.
**Qualifications**:
- Fluent English, plus Spanish & Italian
- Educated to A-level
- Customer service experience, preferably within a business to business (B2B) environment.
- Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
- Experience of liaising with customers / internal departments located outside the UK would be an advantage.
- Experience of using an in-house database and MS Office packages is essential.
- Strong administrative and organisational skills.
Additional Information
**AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER
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