Our international client based in Felling Gateshead are looking for a Customer Service Representative who supports and assures the Customer Service Team's highly professional interactions with customers associated with their order processing, complaint registration, general management and information required.
Hours - Monday to Friday 36.15 min a week between 8.30am to 4.30pm
Hourly rate - £13.00per hour
Duration - 4 months initially
Key responsibilities;
Register and process orders in the SAP system received via email, phone or through other contact with the customer or associate.
Acts as first level contact with customers for order receipt, quotations, general enquiries and attempting to resolve complaints.
Where appropriate contact agents and make necessary arrangements for delivery to an agent, vessel or direct to customers.
Ensure order processing is handled on time and in full and is transferred to the appropriate warehouse, logistic team and transport company.
Ensures cooperation and fosters good relationships between customer service and field sales force regarding administration of customer's orders.
Obtain adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
Raises issues in delivery and/or invoice process with Team Co-ordinator and/or Cluster Customer Service Manager.
Refers higher level customer complaints to Team Co-ordinator and/or Cluster Customer Service Manager.
Makes proposals for improvements to work processes to Cluster Customer Service Manager and OTC Development Manager.
Completes registering / filing / archiving of customer service-related documentation.
Adheres to all applicable corporate as well as site policies/procedures with attention to personal conduct/HS&E standards and acts in compliance with all regulations.
Completes all mandatory H&S and compliance internal training modules.
Experience
Experience in customer service department / facing customers
Language Skills
Good local language required
Good English
IT Skills
Strong IT literacy, especially in all Microsoft office applications. Excel and outlook
SAP Knowledge
Other Skills
Good networking skills with all stakeholders across several internal and external functions
Demonstrable experience of ability to work under pressure
Attention to detail and accuracy
Strong client-facing and communication skills
Problem- solving
Proactivity