Customer Service Representative

Want to work for the UK’s leading manufacturer of decorative surfaces and laminate worktops? Are you enthusiastic about exceptional customer service? Do you possess strong attention to detail?

Here at WilsonArt are we are growing and looking for a Customer Service Representative to join our team.

Principal Purpose
To provide internal support to key accounts within the Wilsonart business. Working with the account managers to provide professional support to the customer and be the day to day go to person for the account for orders, active sales and promotions and samples.
Be the day-to-day contact for all customer accounts. To validate orders for customers ensuring they are accurate. Maintain and report on opportunities and sales for customers
To delight the customer with responses to their needs quickly and accurately. To ensure the customer has a positive experience in dealing with Wilsonart.

Principal Elements
Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
Working closely with the planning teams ensuring order intake is achievable based on production capacities.
Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
Provide Administration support in reporting to customers on a weekly basis
Managing email queries, email inboxes and post
Receiving Inbound calls from End users looking for product and installation advice advising accordingly
Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
Promoting the desired business culture, business ethics and business initiative
Adhere to company rules and regulations
Other duties as reasonably assigned by your manager

Job Context/ Key Challenges

the improvement of OTD and service levels to drive customer satisfaction and generate value
Supporting systems development

Knowledge and Experience Key attributes:

Essential:
Previous Customer Service Experience, particularly within a manufacturing environment.
IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
Strong planning and organizations skills
Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:
Knowledge of Epicor or SAP.

Qualifications:

The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths, ideally Level 3+ qualifications, A Levels and preferable a Degree or equivalent.
Candidates should also be highly computer literate, with experience of using Microsoft Software and ERP packages and must have excellent communication skills, both verbal and written.

Location
Shildon