Company profile:
The company is a leading supplier of printed flexible packaging solutions. They are currently seeking a Customer Support Representative to join their team.
Title: Customer Support Representative
Salary: GBP 27,000 - GBP 28,000
Role and Responsibilities:
Provide proactive internal coordination and serve as a point of contact for customers. Build and maintain relationships with existing and new customers. Ensure accuracy when sending information to customers, raising sales orders, and managing production documentation.
Key Accountabilities:
* Develop close relationships with customers, providing a professional first point of contact and fostering confidence in the information provided.
* Ensure seamless supply and production processes, ensuring orders are received on time and in full.
* Maintain proactive contact and account management, aiming to resolve issues within hours with regular updates to customers.
* Coordinate and distribute information effectively both internally and externally.
* Handle all customer inquiries proactively, liaising with the production team as necessary to facilitate positive outcomes, enabling the external sales team to focus on sales growth and new business.
* Manage and maintain customer forward usage data to ensure raw material availability.
* Enter sales orders within 24 hours of receipt, following the Sales Order Processing Flow Chart, and ensuring prices are current and correct.
* Support the external sales team and customers with trial provisions, ensuring they are raised in Radius as TRIALS.
* Address customer complaints immediately upon receipt, informing the Customer Service Manager and Quality and Compliance Manager, and liaising with relevant departments for investigations.
* Manage redundant customer designs by reviewing the aged plate report quarterly, working with the customer, Production Manager, and Proofing department for disposal.
* Coordinate with Purchasing and Planning to ensure material availability before order fulfillment, especially for non-stock materials.
* Prepare job packs for production 5 days in advance, verifying all information is correct, and deliver urgent jobs directly to the Proofing Department if scheduled within 48 hours.
* Support team members to maintain first-class customer service and administrative standards for all customers.
Skills and Experience:
* Essential: Commercial/office experience.
* Proficiency in IT, especially Word and Excel.
* Confident and proactive attitude.
* Attention to detail and accuracy.
* Strong organizational skills.
* Ability to work under pressure and meet deadlines.
* Ability to work independently and as part of a team.
* Professional, highly organized, articulate, self-motivated, customer-facing team player.
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