Customer Service Representative

4 days ago

Cumbernauld, United Kingdom The HR Booth Full time

The HR booth are delighted to be recruiting a customer service representative on behalf of Pitreavie Packaging.

This role will be responsible for managing the relationship and delivering exceptional service to an established customer base.

**Key Role Accountabilities**
- Manage the relationship for a defined group of customers.
- Work collaboratively with the customer to ensure all forecast, demand and orders are aligned.
- Maintain stock balance reports and communicate to the customer (including internal stakeholders) as per the agreed timescales.
- Work in partnership with the commercial contact to identify gaps to grow sales and ensure that there is always one-aligned message.
- Inherent curiosity about the customer, business strategy/direction. Identify ways that Pitreavie can grow and develop the strategic relationship.
- Maintain a database to track customer conversations/interactions.
- Daily OTIF Root Cause Investigation & Reporting.
- Proactive notification to the customer on any change to a delivery.
- Daily processing of customer orders / order acknowledgment response within the agreed timescales.
- Respond to any customer enquiry in a timely manner.
- Ensure that all the customer details are correctly setup in internal systems.
- Ensure that the on-boarding documents are attached to the system and communicated to manufacturing as required.
- Follow-up and resolved any outstanding POD's.
- Weekly review of the Aged Stock and seek opportunities to clear with customer.
- Raise any customer collection notes as required. Ensure that the uplift is completed.
- Support with any ‘month end’ tasks as required (stock balance sheets / invoicing).
- Maintain Customer Price Lists

**Knowledge, Skills and Experience**
- Experience of customer collaboration and relationship management
- Experience in a customer service
- Commercial awareness
- Experience of Microsoft packages (word, excel and preferable Business Central

**Personal Attributes**
- Best in class customer service skills
- Excellent communication skills
- Willing to embrace change
- Proactive problem solver
- Ability to multi
- task, prioritise and manage time effectively.
- Ability to work as part of a team

**Key Performance Indicators (KPI's)**
- On time in full (OTIF)
- Inventory
- Accurate stock reports issued on time to customer base
- Order processing with agreed timescales

**_
This job description is by no means exhaustive, and you may be required to conduct other duties relevant to your role._**

**_ Flexibility from you may be required when considering the context in which the company currently operates._

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