Role Purpose
To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.
Key Role Overview
* End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration.
* Engage with customers to provide a positive, quality Sales experience in all circumstances.
* Closely collaborate with Sales department and across all business functions both locally and centrally.
* Promote a high level of customer satisfaction and quality of service.
* Provide quality and proactive support to both internal and external customers.
Responsibilities
* End-to-end management of the OTS (order to shipment) process.
* Daily contact/liaison with customers and sales team.
* Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery.
* Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze).
* Process customer pricing approval requests (PAR) and action/follow up within appropriate departments.
* Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team.
* Provide customer and internal reports as and when required.
* Update and maintain all customer records in conjunction with Master Data.
* Promote & follow-up electronic ordering (Teccom/EDI).
* Support in processing customer invoicing & resolution of queries as appropriate.
* Review and update packing/shipping instructions.
* Maximize shipments and improve availability where possible.
* Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary).
* Follow-up proactively with material and delivery issues, ensuring high level of customer focus.
* Interface with credit department and all other departments.
* Meet forecast pressure.
* Initial point of contact for all first-level customer complaints and queries.
* Follow all procedures according to corporate guidelines (in a timely manner).
* Provide documents whenever necessary/as required for audit purposes.
* Work closely with the DC and manage stock levels and delivery dates.
Requirements
* Minimum/Essential: GCSE or equivalent in math’s and English grade C and above.
* Previous experience in a customer service/admin environment (essential).
* High level of written and spoken English (essential).
* Good working knowledge of MS Office (essential).
* Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).
* Genuine passion for Customer Service.
* The ability to be able to liaise confidently with customers and internal stakeholders (Internal: all departments / External: customers, agents, forwarders, and others when required).
* SAP knowledge and experience (highly desirable).
* Automotive industry experience (advantageous).
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