NEW VACANCY! (PK9003)
Our client is a privately owned corrugated sheet plant, they manufacture bespoke industrial and retail packaging supplying a wide range of clients. The company is a growing business and have recently invested into business.
They are currently looking for a Customer Services Manager or Customer Service Administrator to efficiently manage operations of the office including all tasks of the Customer Service Administrators, including answering customer queries, raising specifications, raising quotations and making samples/processing orders. You will be supported by the Senior Leadership Team with ultimate responsibility to the Commercial Director.
Key Responsibilities:
1. Keeping eyes and ears open to identify, prevent and fix problems proactively
2. Manage and implement the highest level of Customer Service that the industry can provide throughout the company
3. Customer Service Administrator members of the team will be able to do some of jobs within this list and will be trained by the Manager
4. Ensure phones are answered and emails are replied to promptly
5. Work with Production Director and Operations Director to answer queries about impending or late deliveries
6. The Operations Director will specify when orders can be made and when they can be delivered. Production Manager to fulfil this when Operations Director is unavailable or on Holiday
7. Answer queries about past orders, current prices etc
8. Take orders, enquiries, raise credit notes requests
9. Deal with all manner of other queries and problems
10. Raise new customer details and delivery destinations
11. Raise standard FEFCO and ECMA specifications
12. Work with reps to help generate rough designs for bespoke packs and fittings whenever necessary, and raise them as specifications
13. Offer advice on alternative styles and board grades whenever possible
14. Design solutions that consider the client's requirements for their packaging line, protecting the contents, promoting the client's brand, protecting the environment, minimising the use of raw materials, reducing waste, increasing opportunities to reuse and recycle and how it will be manufactured
15. Identify when it is appropriate to recost existing specifications e.g. when it has not been ordered for a long time and we have an opportunity to regain the work
16. Raise quotes for all specs raised. Suggest alternative quantities where appropriate
17. Include by default, forme and stereo costs whenever possible
18. If the company can't make it in house or make it efficiently in-house, get prices from suppliers for farmed-out work
19. Raise the quotation reflecting on previous orders from the client and guidelines from Sales Director or Commercial Director
20. Maintain margin at 34% with target to improve this to 38%
21. Managing and defining with the assistance of the Operations Director and other members of staff their approved supplier list for farmed out products and proactively improving it
22. Prepare CAD files and make samples and request samples from subcontractors
23. Ensure raising of works orders happens promptly, normally by a member of the Customer Services Team, normally on the day it's received
24. Work closely with the Operations Director to work out when prospective orders can be made and delivered. Production will update the Lead Time board
25. Ensure works order paperwork is raised. Inc artwork sheets, forme drawings, delivery notes
26. Give attention to first time run jobs to ensure artwork cutter guides are correct and ready for ordering
27. Raise purchase orders for the best supplier. This is normally the cheapest supplier but other factors, like lead time, will be influential
28. Support Stock management that's lead by Operations Director
29. Ensure all orders are acknowledged promptly. Target within 24 hours of receipt of order
30. Ensure Printers and hardware are suitable for the Customer Services Team
31. Provide ADHOC IT support when possible