Customer Service Representative

Description:

The Company

Our client is a global packaging innovator. For over seven decades, they have worked to revolutionize the packaging industry across Europe, providing innovative, high performance and environmentally sustainable solutions.

The Role:

Reporting to the Regional Customer Service Manager. Working alongside the External Sales team, you will ensure that your portfolio of customers, sale enquiries, orders, New Product Development (NPD), complaints and queries are managed to a high and timely standard. On a daily basis you will be applying your co-ordination skills across a range of departments, which make up the full supply chain. The importance of this role should not be underestimated; the position requires an exceptional individual who is able to build effective relationships with customers by providing excellent customer service.

If you believe you have the ability to think on your feet in a fast-paced moving environment, are a tenacious and proactive individual, who has the drive and determination to succeed, then we would be delighted to hear from you.

Job Role and Responsibilities Include:

* Managing a portfolio of accounts, driven by a set of KPIs

* Management and monitoring of orders to ensure fulfilment of conditions; coordinating with forward load for delivery dates, checking quantities, prices etc. to effectively coordinate actions to meet and exceed customer expectations

* Raise orders and monitor deliveries daily by liaising with transport companies and despatch to fulfil deliveries on time and in full

* Assisting with Regional capacity issues and distributing the workload accordingly

* Negotiating with customers / Internal departments to optimise deliveries

* Monitor stock levels and ensure they follow customer agreements and are in line with forecast information – responsible for monitoring stock levels and providing the Logistics department with information to determine stock policy in relation to his/her customers

* Control customers capacity reservations for new product launches with tight timeframes

* Initiate and gain approval of artwork, colours and structures using an in-house IT system

* Supplying copy delivery notes, dealing with invoice queries, raising credits and complaints - take ownership of invoice queries, working with various departments to resolve and issue credit notes in a timely manner

* Investigating Quality issues with a view to formulating corrective actions

* Working in tandem with External Sales Representative to support the customer with end-to-end cost evaluations

* Handling technical enquiries from customers coupled with quotations – understanding customers’ needs and prioritising workloads to achieve this

* Reporting data for analysis – KPI’s and customer reviews etc.

* Liaising with multiple departments, remaining calm in a fast-paced environment

* Attend meetings both internally and externally for customer reviews, alongside the External Sales team and Regional Customer Service Manager and/or Supervisor

* Holiday account cover for team members

* Fulfil and promote Health and Safety standards in his/her job

SKILLS REQUIRED

* Excellent interpersonal skills including strong verbal and written communication; a true customer centric approach to customer requests is essential

* PC Literate and complete understanding of Microsoft, knowledge of SAP and CRM would be advantageous

* Self-motivated and committed with proven time management skills

* Able to organise and prioritise workload in order to meet tight deadlines and the ability to work under pressure

* Excellent attention to detail

* A flexible and adaptable attitude

* Team Orientated with a good sense of humour

* Higher level of education preferred

* Previous experience of working in a fast-paced sales environment essential