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Export Customer Service Advisor

3 months ago

Saint Helens, United Kingdom Knauf Full time

Job Title: Export Customer Service Advisor

Knauf stands for opportunity. We know that opportunity looks different to each person, and we are proud that we see opportunity in everyone. This exciting role within Knauf Insulation could be the perfect next opportunity for you to build a unique career, in a values-led culture with a clear purpose of making tomorrow a home for all of us. We are a global manufacturer of construction materials and within our Group, our 41,500 team members in 90 countries across 300 sites provide a huge opportunity for anyone with ambition and energy. We value everyone's contribution equally and we ask that you bring your whole self to work, to enrich the business further, as together we achieve more in a safe and inclusive environment.

Knauf Insulation is proud to be part of the Knauf Group. ….. To learn more about the business, click here.

Can you say ‘yes’?...

  • Do you thrive working in a fast-paced environment?
  • Do you know how to organise and prioritise workloads?
  • Do you always work with the customer in mind?

As an Export Customer Service Advisor, you will effectively manage and support the import/export of Knauf Insulation products, whilst maintaining systems and procedures to ensure the delivery of service meets and exceeds the expectations of our external and internal customers.

What you’ll be doing…

  • Coordinate the shipping of exported goods, liaising with internal departments, our fourth party logistics provider to ensure goods are delivered to customers within the agreed timeframe.
  • Obtain freight rates for deep sea or partial shipments, ensuring service and timescales are to the required standards.
  • Escalate delays with internal departments and fourth party logistics provider to ensure the delay is kept to a minimum.
  • Accurately process both intercompany and external customer orders in SAP, giving correct lead times, pricing and customer details.
  • Maintain an excellent level of customer service in line with the Knauf values at all times.
  • Confirm all SAP records are kept up to date with precise audit trails to demonstrate any changes and communication with the customer.
  • Produce all the required documentation for exported products appropriate to the country of delivery, to comply with all legal requirements and ensure accuracy to guarantee the company receives the correct payment for those products.
  • Preparation and precise completion of commercial documentation including invoices, packing lists, delivery notes, pro-forma invoices, certificates of origin and goods movement documents.
  • Maintain and update export registers and documents for audit purposes ensuring accuracy and compliance.
  • Liaise with customers and suppliers to ensure that customer expectations are met and exceeded during the movement of cargo.
  • Manage the day-to-day relationship with our fourth party logistics provider ensuring that any issues and updates are known and handled in a suitable and effective manner.
  • Communicate any ancillary charges in a timely manner and see issues through to an end result whilst maintaining best-in-class customer service.
  • To have the ability to react and positively adapt to the demands of the customers in a dynamic live environment.
  • Role model our corporate values by consistently demonstrating and encouraging behaviours aligned with the Knauf Insulations values in all interactions.
  • Demonstrate best-in-class customer service at all times in line with our best practice guide.

What we’d love for you to have:

We are interested in you as a person, your attitude, behaviours, and values. If you have the willingness to learn anything you need for the role that you don't already have, we'd love to speak to you.

If you have any of the following – this would be an added advantage:

  • B2B Export Customer Service Experience
  • Knowledge of logistics and export documentation
  • Able to work autonomously, quickly, accurately and to tight deadlines
  • SAP Experience
  • Excellent time management skills

We'll provide:

  • Enhanced Holiday Pay – 33 days including bank holidays plus the opportunity to purchase more
  • 16 weeks Company Sick Pay after 3 months of service
  • Group Income Protection
  • Enhanced Maternity, Paternity and Adoption packages
  • Life Assurance – 4 x annual salary
  • Defined Contribution Pension Scheme
  • Staff Bonus Scheme
  • Career Progression Routes
  • Employee Assistance Programme through Health Assured
  • Westfield Health Cash Plan
  • Perkbox
  • Access to Costco Membership
  • Wickes Employee Purchase Scheme
  • On site Gyms
  • Wellbeing Initiatives and Mental Health First Aiders
  • Car Salary Sacrifice Scheme
  • Cycle to work scheme
  • On site Car Charging Points

What happens next?

We appreciate that your time is precious and applying for a new job can be a lengthy process, so we will reply to your application ASAP.