Scope of Role:
Own the customer relationship with assigned customers and be the focal point for issues relating to existing business. Drive excellent service to our customers and make customer satisfaction a competitive advantage.
Main Duties/Responsibilities:
1. Manage the customer proactively and ensure that any issues and/or opportunities are managed, or escalated, in a timely manner.
2. Be the driver of a proactive culture of communication with assigned customers, ensuring there is no customer dissatisfaction for unresponsiveness.
3. Build and maintain strong customer relationships.
4. Build and maintain strong internal relationships with other departments to aid timely resolution of customer issues.
5. Own the successful resolution of all customer issues relating to current business, by proactively working with the relevant functions to ensure timely completion. Escalate in a timely manner any issues if required.
6. Own all general business review customer visits on site, including issuing an agreed agenda and preparation of presentation material. Be aware of all customer visits on site that are single department specific (e.g. sales visits or a quality audit).
7. Liaise between internal Operations and the customer to ensure that the delivery commitments are agreed and driven to.
8. Provide weekly status reports to assigned customers regarding open order book and open action items.
9. Manage order entry and order acknowledgement to the customer, including where appropriate via the maintenance of a customer demand portal.
10. Work with customers to maximise order placement of ‘runners’ in order to achieve at least budgeted order intake.
11. Work with customers to obtain an original copy of the EUU for export department where appropriate.
12. Manage resolution of customer complaints, including raising complaints internally on behalf of customers where appropriate to drive a resolution and timely response to the customer.
13. Manage a bi-annual Customer Satisfaction Process for assigned customers
14. Where applicable oversee all imports and customs clearance instructions to freight forwarders, HMRC IPR, IPR diversions and returns (C88-6, E2, and C88), deferment authorisations, exports and shipping
Professional Knowledge & Experience:
15. Proven experience in a similar role driving and delivering excellent customer service and customer satisfaction.
16. Experience of owning and managing customer relationships.
17. Experience of proactively dealing with customer issues and/or opportunities.
18. Demonstrates the ability to proactively communicate with customers.
19. Experience of working with other departments through timely resolution of customer issues.
20. Demonstrates the ability to manage sales orders returns including the tracking and investigation of units.
21. Experience of producing customer status reports.
22. Experience of managing customer complaints.
23. Experience of running customer satisfaction process surveys.
24. Experience of conducting general business review visits with customers and preparing presentation material.
25. Experience of ensuring delivery commitments are agreed and driven to.
26. Demonstrates the ability to work to a sales order process.
27. Good command of the English language and very articulate.
28. Significant IT skills, Microsoft Office, Word, Powerpoint and Excel at Intermediate level
29. Able to manage self planning and coordination.
30. Good interpersonal skills to be able to converse easily with a variety of individuals from a mix of cultures and countries.
31. Able to prioritise job requirements in order to satisfy customer needs.
32. Microsoft Navision experience preferred and virtual office skills
33. Experience of working within a customer services office environment
34. Experience of working within a Manufacturing Industry
35. Experience of working in an Aerospace or closely related industry.
36. Working within a ‘Lean’ environment