Customer Service

**Essential Functions**
The key activities outlined below represent an overview Customer Service Representative based at Stafford Park, Telford, and should not be seen as a prescriptive list of activities. A flexible, responsive approach is vital, together with initiative in identifying and focusing on what needs to be done to continually improve to ensure that we are able to maintain a strong product position in an increasingly competitive market place.

**Summary**

The Customer Service Representative role is a combination of inside sales, customer services and associated sales administration activities.

**Specific Responsibilities**

Support the Sales team in their drive to achieve sustained, profitability through the following markets
- Automotive
- European Railcar
- Trailer and Truck industries
- Commercial vehicle bodies
- Construction
- Bus and Coach
- Renewable Energy

Working closely with External Sales, Marketing, Distribution & Planning teams the role is responsible for the following;
**Customer Support**
- Prepare accurate & timely quotations
- Take ownership of customer orders, input accurately onto the BaaN system to result in accurate manufacturing planning, sales forecasts & inventory control
- Progress and track orders to ensure customer satisfaction levels are maintained. Ensure accurate records are maintained detailing current status. Maintain accurate orders and process file. Keep up to date with current status and obligations of orders and relevant logístical issues, to ensure effective response to customer requests for delivery information
- Keep customers updated on key developments in relation to specific orders
- Time manage and prioritise all administrative functions maintaining an effective, up to date, customer database to highlight relevant key contacts.
- Liaise with the Purchasing Planning team to obtain accurate lead times in relation to purchased products.
- Liaise with Manufacturing for items manufactured in Telford.
- Establish effective communication system with Distribution Team specifically relating to shipping instructions and specific labeling requests, in addition to all other information needed for efficient warehouse operation.
- Deal effectively with issues as they arise, take responsibility and progress issue through to satisfactory resolution for both the customer and HFS
- Complete reporting requirements as directed by the Customer Services Manager.

**Inside Selling**
- Generate new and repeat sales through direct contact with potential and existing customers
- Support external sales team with onsite customer visits
- Follow up on leads as directed by the Sales & Marketing team
- Support education of customers through the use of available internal resources
- Coordinate necessary technical support through liaison with Engineering/Systems Engineering/Sales to ensure that customer queries on products are responded to quickly to maximize potential
- Account Management support for lower value accounts to ensure customer satisfaction and identify further opportunities for sales.
- Update leads/opportunities through CRM system.

**Organisational Role**:

- Membership of ABS/Kaizen events is required, when requested.
- Actively seek customer service feedback from all internal and external customers to ensure continuous improvement of process and performance.
- Full adherence to EHS policies and practices.
- Enhance and improve company quality of promise through the appreciation and co-operation of all company team members’ activities and performance to achieve on-time deliveries to customers.

**Company Responsibilities**
- Maintain full compliance with Howmet policies and procedures and conduct all activities in accordance with the Howmet Code of Conduct.
- Demonstrate a knowledge of Advanced Business Systems principles and techniques.
- Perform other duties as assigned.

**Experience & Background **.
- 1-year minimum proven track record in sales office administration and customer liaison/interface role.
- Membership of Customer Service Team
- Quotation management
- Order Administration, planning and tracking data
- Inside selling experience, including cold calling and face to face customer visits
- Resolving Customer complaints
- Understanding of supply chain management principles from customer demand through to on-time delivery of product to customer

**Competencies & Skills -**
**Person specification**
- Determination to follow through with personal and team goals
- Proficient in MS office package
- Strong business acumen and sales orientation
- Self-motivated in management of time and quality of own work
- Team player, supporting team members appropriately when required
- Self assured, confident and technically credible to gain respect and influence decisions.
- Practical aptitude with methodical approach to detail, yet sufficiently dynamic to make things happen.
- Respect for company and colleagues
- Innate relationship builder
- Consultative style
- Excel