Customer Service Associate

2 weeks ago

Wigan, United Kingdom Milliken & Company Full time

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at and on , , and .

Primary purpose of the position

Reporting to the Customer Service Team Leader, the Customer Service Co-ordinator is to act as the initial and primary point of contact for all aspects of service and customer care. Responsible for overseeing a customer order from point of enquiry through to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world class service to all internal and external customers, they will lead by example to ensure a high level of pride, service, reliability, and efficiency is maintained. This role will specifically focus on supporting our customers and Milliken’s associated Sales Managers in the DACH region, as well as some responsibility in English-speaking countries of EMEAI.

Key Responsibilities

Ensuring objectives of the Customer Services Department are met in line with business requirements. This includes but is not limited to:

Developing and maintaining active working relationships with our customers (internal and external), especially key accounts and Milliken Sales Managers. Entering and managing all types of sales orders (in SAP) through to completion, including order entry, quotations, follow up on purchase orders, confirmation of shipment dates, assisting in tracking and expediting orders through production and shipping, delivery enquiries and tracking of shipments. Managing your open orders: overseeing customers’ projects from receipt of order through to the point of delivery on site, occasionally involving the need to identify special requirements to enable the appropriate shipping method to be selected. Remaining informed on the current status of customer orders and displaying an accurate status on internal systems/spreadsheets and able provide updates to business where required. Entering all customer complaints in SAP and coordinating the resolution of the complaint including examining records (for example invoices, proof of deliveries, purchase orders) to obtain facts about the complaint and liaising with other departments to collate necessary information and bring about a solution. Responding to enquiries (telephone or email) in a professional and timely manner and aiming to provide accurate and complete information. If an enquiry cannot be fully addressed at the first point of contact, providing an interim response setting clear expectations of the next steps and delivering on those commitments. Enquiries can include stock checks, lead times, ETA requests, product/technical information etc. Managing and resolving conflict when we are unable to meet the customers’ expectations, addressing difficult situations, using the telephone as the initial method of communication. Ability to identify issues which could potentially become problematic, offer solutions and react quickly to emergencies. In the event of escalation, provide Team Leader with viable recommendations to solve problems with estimated financial impact to the organisation. Liaising with other departments within the Company to ensure our customers’ requirements are met. Enhancing opportunities for further business growth through excellent service and by proactively welcoming suggestions and seeking feedback Responding to customers’ needs while remaining consistent with company standards, culture and business practices and policies. Proactively assisting the Team/other departments within the Company as and when required. Flexibility with working hours is also required when necessary. Initiating and maintaining a viable workflow to ensure accurate and timely processing of all documentation for both internal and external customers. Keen to participate in projects that add value to company/team/customers. Identifying improvements and taking a pro-active approach. Able and prepared to make decisions within the scope of the role.

Key Competencies

Knowledge, skills, abilities, experience, qualifications

Essential

Excellent verbal and written communication at a business level Flexible, proactive, and collaborative approach Strong customer/service focus and relationship building skills Time Management, highly organised and proven ability to prioritise, meet deadlines, multitask Ability to deal with ambiguity and complexity Must be fluent at business level (spoken and written) in both English and German Keen attention to detail, high levels of accuracy Proficient with a range of Microsoft applications (Word & Excel) Team Player

Desirable

Experience working with SAP, or other ERP systems Export/international trade experience would be an advantage Experience in a Customer Service environment Experience providing service in the manufacturing sector

Benefits and Package

Pension scheme 7% company, 7% employee Private Medical Cover – Vitality health Hybrid working Flexi time Death in service Holiday purchase scheme Volunteering opportunities Charity days and events Mental Health Wellbeing Free car parking Subsidised canteen Social and Company events Casual dress down (following policy) Health Drop in sessions On site counselling Employee referral programme Milliken Inspire – Reward Scheme including Long Service Extensive Internal/external training opportunities Course fees, study leave and professional subscription support

If you are interested in applying for the role, please attach your CV to your application. 

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