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Customer Service Specialist - Bolton, Greater Manchester
In this role, you will provide a variety of customer service support to internal and external customers. Your responsibilities will include solving problems, researching complex information, and building customer relationships.
This position is based onsite with some hybrid working. Working days are Monday to Friday.
We are ideally seeking someone with previous customer service and export experience. We offer an attractive salary, site bonus, company-contributed pension, a cash plan medical program, support, ongoing development, and a career within a global company.
Responsibilities include:
* Placing customer sales orders promptly before order cut-off.
* Handling complex customer needs via mail, phone, and electronic contact regarding products and services, entering and adjusting orders, and resolving questions and complaints.
* Managing all order complexities, including export paperwork and certifications.
* Supporting the team proactively, ensuring positive reinforcement, even in difficult situations.
* Contributing as a Subject Matter Expert in projects such as Salesforce, New Product Introductions, Export, Client On-boarding, Warehouse Setups, and IT enhancements.
* Responding to inquiries and complaints, liaising with relevant departments.
* Reviewing and coordinating activities related to shipping, plant schedules, inventory, and sales by analyzing reports, orders, and shipments.
* Developing and reviewing correspondence and documentation for customer interactions.
* Building customer relationships, serving as a liaison between sales and customers to clarify orders and provide technical guidance.
* Performing other duties as assigned.
Minimum qualifications:
* 2-3 years of progressive customer service experience.
* High school diploma or equivalent.
* Experience in resolving customer problems and concerns.
* Proficiency in correspondence and communication development.
* Ability to work with other departments and divisions.
* Knowledge of department policies and procedures for difficult situations.
* PC skills, including ERP systems (SAGE, SAP, Oracle 11i/12, Analytics), Microsoft Office.
* Excellent communication skills with co-workers.
* Export experience, including knowledge of Incoterms and export documentation.
Note: Internal applicants can apply after one year in their current role, with prior manager notification.
Please read the guidelines before submitting your application.
Internal applicants are required to upload their updated CV and last two appraisals (accessible via HR Cloud).
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