Customer Service Executive

I am excited to be recruiting a Customer Service Executive to join an established growing business in Hexham on a permanent basis.

**Key Responsibilities**
- Follow, develop and adhere to operational and departmental SOP’s.
- Control order management, customer contact and communication needs - tracking OTIF performance and owning the Master Data.
- Ensure order entry and stock allocations meets agreed parameters & forecasts for all SO’s and TO’s for UK and Export.
- Prior to allocation ensure required stock (qty, batch and BBE) is available in both NS and 3pl systems.Administer all orders in a timely, professional manner, across all channels.
- Ensure that all customer bills are fulfilled correctly and invoiced thereafter in a timely fashion.
- Interpret EDI requirements and online portal sales (3663, Amazon, Waitrose etc) to ensure they are correctly sent in a timely fashion to onward warehouse locations to be picked, fulfilled and billed.
- Ensure all orders from all areas are checked and (if required) corrected before they are sent to 3pl’s.
- Work with warehouse / transport 3pl’s to understand errors and complaints and ensure that all learning is applied to prevent re-occurrence - support the identification of trends and learning to enhance OTIF.
- Interpret PO’s to raise SO’s for required stock with special attention to agree BBE’s and customer needs.
- Process POS and sample orders.
- For orders which require shipment, a freighting quote must be obtained and agreed by the customer before proceeding.
- For orders which require specific language back labels, order deadlines for productions are communicated to the customer on a quarterly basis and orders are placed accordingly.
- Provide the necessary bonded warehouse information to Distribution Centre for orders to be collected under bond from 3pls and ensure that any transport provider responsible for shipment of goods provide the information required by UK customs to 3pl’s (bondedwarehouse) in a timely manner.
- Professionally communicate with customers to advise, book both collections & deliveries.
- Book transport & send customers order details inc weight etc, so they can book orders with 3pls.
- Canvas incoming calls, log, convert and resolve requests and queries as required.
- Process complaints in the agreed business systems, working cross functionally as required to resolve and present where possible reoccurrences.
- Interpret stock reports / process analytical data to ensure compliance to agreed SOP’s and business needs.
- Administer refunds / credits, to agreed parameters - escalating to the relevant person where required
- Transact CHEP pallet movements.
- Upsell products in a positive and successful way, using all available communication channels
- Manage your own time and performance efficiently & effectively to ensure all targets are surpassed.

**Skills Required**:

- Numerate, analytical, professional and accurate whilst working at speed.
- Passionate, customer centric, cost conscious, results focussed, determined to make a difference.
- Experienced in customer service, stock allocations, billing and invoicing in ERP systems (Netsuite)
- Understands supply chains and how to influence them.
- Able to build strong working relationships internally & cross functionally.
- EDI administration experience
- Educated to GCSE or equivalent in Maths & English grade C
- Further Educational qualification in relevant area or significant work-place experience at the required level
- ERP systems user experience & understanding
- Experienced in sales and customer service through telephony and omni-channel environments

Salary - Competitive