We are looking for a Customer Service Executive to join the team!
Key Responsibilities
- Be the main contact for customers on a day to day basis (Internal account co-ordinator)
- Supporting colleagues at other sites with work sub-contracted to our plant
- Receiving, understanding and processing orders, order saving /checking, booking call offs and sending confirmations.
- Action morning reports daily to ensure deliveries are on time and updating the customer where applicable to manage expectations
- Credits / Invoice queries to be dealt with within set time scales, investigation and raising the necessary paperwork.
- Item creation New / similar product setup / checking. Using information provided by external sales where applicable.
- Manage customer stock and forecasts via weekly communication and running stock sheets / order books.
- To follow customer SLA’s and challenge / provide feedback to the site / Sale Manager.
- Aged stock management – managing stock levels, clearing stock and highlighting and slow moving stock, to ensure KPI targets are met.
- Provide sales information / data as and when required from internal and external contacts
- Studio tracker maintenance and launch management to ensure delivery for launch in store
- Artwork approvals and obtaining plate PO’s ensure the process is followed effectively and timely
- Manage organic account growth through proactive customer contact calls
- Communicate to the customers as and when applicable, shutdowns, bank holidays, lead times etc
- Attend customer visits where required / requested with External Sales / Customer Service Manager
- Ensure regular account reviews are held with the External Sales Managers / Customers
- Complaint handling – ensure complaints are managed through to close off and communication with the customer internal / external
- Upselling / negotiation – i.e. sell aged stock, increase the order quantity, additional carriage, production overs, full pallets, pallet storage costs etc
- Co-ordination of customer requests i.e. specification, certificates, questionnaires etc
- Feedback any intelligence gathered to the business from customers
- Housekeeping - system, version control, plate disposals, CRM folders, order saving, filing, emails.
- Invoicing / checking as and when required.
- Using multiple systems available to gather information.
- Interacting with a range of departments on a daily basis.
- Any additional duties deemed necessary to carry out your role.
What we are looking in the successful candidate..
- Extremely high levels of Attention to detail
- Be able to multitask various tasks at a given time
- To work to tight / strict deadlines / working under pressure
- Build, develop & maintain strong customer relationships
- Product /Technical /Industry knowledge
- Organised with excellent time management skills
- Commercial awareness
- Communication skills; both written and verbal
- Information gathering and time management
- Persuasive
- Adaptability to change / Flexible
- Initiative
- Tenacious
- Resilient
- Negotiations Skills
- Team player
- Self- motivated and driven
- A Positive can do attitude
- Pro-active
- First time right approach
- Professional
- Good level of Knowledge of Excel & Microsoft packages
What we can offer you!
- 25 days annual leave plus bank holidays risking to 28 days with length or service
- Enhanced Sick Pay
- Enhanced Paternity Pay – 2 weeks full pay (after qualifying conditions have been met)
- Enhanced Maternity Pay – 6 months full pay and 6 months half pay (after qualifying conditions have been met)
- Life assurance (x4 annual salary)
- Health Cash Plan
- December close down
- Access to BenefitHub (Discount marketplace)
- Free onsite parking
