Customer Service Advisor

Page Group are currently partnered with an International Manufacturing organisation to recruit a Customer Service Advisor on a full time, permanent basis.

**Client Details**

The organisation is an award winning business that is renowned for excellent progression opportunities and employee engagement.

They are the market leader in their industry with multiple sites across the globe.

Based in Bridgend, you will have free on site parking with 30 days annual leave plus 8 bank holidays.

**Description**

1. Job Purpose & Scope

Supporting the activity created by the sales force and the demand created by the customer base, through provision of a world class service to external and internal stakeholders.

Processing customer orders ensuring correct prices are quoted and the right products are delivered to the stated destination per the delivery request.

Develop a close relationship with all customers, suppliers and operational companies (OPCO's) encouraging them to continue a long-term partnership, add value to the business, through appropriate reporting and administration.

To deliver a level of customer satisfaction (including complaint resolution) which ensures that business is the 'go to' supplier, by establishing and maintaining professional relationships with internal and external customers, delivering commercial excellence,understanding our market and protecting the customer experience.

Advocating process improvement, change initiatives and standard operating procedure implementation.

2. Key Result Areas
- External and internal customer satisfaction
- Ensure the prompt and effective handling of all customer orders, ensuring timely deliveries
- Continuous improvements to service level offered both to external and internal customers
- Process and coordinate quality/product/service complaints and claims, working closely with all relevant parties to achieve settlement
- Liaise with all relating parties through each level of administration e.g. notification of delivery to customers; order processing of direct loads with production and external vendors; follow through with relevant OPCO/supplier to timely delivery to therequested destination.
- Check correspondence for accurate pricing and product match.
- Oversee all relevant information to ensure confirmed order delivery dates are met, keeping customers updated of any possible delays by tracking all details on Inbound and Orders Not Picked reports from the warehouse.
- Investigating and processing of credits, liaising with accounts department where necessary.
- Updating customer orders in line with dates requested by Customer. This will ensure accurate reporting for Financial Controller of weekly/monthly figures to the group.
- Managing customer call-off orders and informing ASM and Sales Director with any changes.
- Customer Service responsibility in managing customer recycling program

3. Key Responsibilities & Job Content
- Customer satisfaction:

- Continued dialogue with the sales and technical teams to understand customer needs
- Desire to gain advanced technical knowledge to be able to offer alternative solution when products are unavailable
- Close cooperation with logistics and stock management to ensure timely delivery
- Ensure that orders are processed in an efficient and effective way in all the key success areas:

- Telephone response
- Order entry
- Credit notes
- Complaints
- Input accuracy
- Pricing and quotation for special products
- Guaranteeing completion of follow up communications to internal and external customers
- Support continuous improvement process:

- Identification of problems, ability to resolve emergency issues and maintain contingency plan
- Process and collate market feedback and create valuable input information for commercial team
- Ability to work under tight schedule and independently
- Propose solutions in agreement with other departments
- Contribution to external sales via initiatives and internal sales involvements (i.e. actively up sell volumes to higher loads or offer alternatives and remind about promotions)

**Profile**

*Customer Service / Sales Support experience

*Ideally you will have experience in manufacturing or construction although this isn't essential

*Experience using an ERP or CRM system (ideally SAP)

*Process improvement mindset

**Job Offer**

Customer Service Advisor - Bridgend.