Csr (Customer Service Representative)

6 days ago

North Shields, United Kingdom Formica Ltd Full time

Formica Group is the world’s largest manufacturer of High Pressure Laminate (HPL), our international network of design, manufacturing, distribution and sales operations maintains the recognition of Formica® as a global brand.

An opportunity has arisen to join our UK Customer Services team as Customer Service Representative. The Customer Service Representative is responsible for establishing and maintaining successful relationships with customers on behalf of Formica as well as setting and maintaining a level of service excellence.

This role is focused on a European region with a clearly defined list of customers assigned to each CSR. CSR’s are expected to support the European Customer Service function in its entirety if and when needed. The objective of the CSR role is to provide the highest level of customer service, defined by set performance objectives, whilst maximizing Formica’s financial performance.

The scope of this role covers the support of the Formica Commercial teams (Sales and business Development) and Formica’s end customers. The role of CSR manages the provision of total service to the customer working closely with other parts of the Formica organisation to ensure the voice of the customer is represented to maximize the customer experience of Formica.

This role manages the receipt of customer complaints, preliminary gathering of information and logging onto the claims system. The CSR then follow’s up on the claims journey through to final decision within the agreed service level target of 28 days.

**Essential**

This role requires excellent communication skills both written and verbal. Strong computer systems experience (preferably ERP and MS Excel) as well as exceptional focus on detail combined with the ability to quickly solve problems is required.

**Desirable**

Previous customer service experience within a manufacturing environment

Hours 35 hours/week. M - F. Based in the North Shields plant.

Holidays 25 days per annum plus bank holidays

Pension scheme

On-site parking

Onsite gym

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£25,500.00 per year

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday

COVID-19 considerations:
Spacious office environments allow social distancing. All areas are cleaned regularly.

**Experience**:

- Customer Service: 1 year (required)

Work Location: One location

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