The objective of this role is to take ownership of service delivery to customers, ensuring expectations are effectively managed and consistently met or exceeded.
The ideal candidate will be a collaborative team player with proven customer service experience and the ability to make sound decisions under pressure. They will demonstrate a strong attention to detail and the ability to build trusted relationships with key customers. A positive attitude, resilience, and a good sense of humour will further support success in this role.
Key responsibilities:
* Examine and process customer orders using bespoke company systems.
* Apply contract pricing and perform calculations to ensure accurate pricing allocation and invoice generation.
* Monitor customer satisfaction and quality issues by conducting root cause analysis to investigate and resolve non-conformances (both internal and external), and reporting findings as required.
* Follow and uphold established business processes and procedures, taking ownership of tasks while working both independently and collaboratively within the wider team.
We are seeking enthusiastic, highly motivated, and well-organised individuals who are strong planners and problem-solvers. You will be passionate about delivering an exceptional customer service experience and building lasting relationships with our customers.
·A team player, demonstrating a “can do” attitude to meet schedules, with qualities that include; integrity, honesty, transparency, flexibility, and fresh thinking, with the ability to empower others and to be empowered
·Technically competent/confident with ability to learn and cope with the job’s technical demands
·Good administrative skills, logical, structured and process-driven
·Organised with good attention to detail, able to manage multiple projects on similar timelines
·Strong written and verbal communication skills
·Committed to the provision of flawless customer service
·Experience in using different software and database systems
·Working experience within MS3.65 Word, Excel and Outlook
·High level of numeracy and literacy skills
·Competent time management with the ability to plan, organise and schedule your own time/activities. To monitor progress and to stay on top of - and in control of – personal workload.
·Previous experience within book manufacturing, printing or allied industries would be advantageous
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