Representative Customer Service

Role purpose:

To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department. 

Key role overview:

• End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration.


• Engage with customers to provide a positive, quality Sales experience in all circumstances.


• Closely collaborate with Sales department and across all business functions both locally and centrally.


• Promote a high level of customer satisfaction and quality of service.


• Provide quality and proactive support to both internal and external customers. 

Responsibilities:

• End-to-end management of the OTS (order to shipment) process. 


• Daily contact/liaison with customers and sales team.


• Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery.


• Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze).


• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments.


• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team. 


• Provide customer and internal reports as and when required. 


• Update and maintain all customer records in conjunction with Master Data. 


• Promote & follow-up electronic ordering (Teccom/EDI).


• Support in processing customer invoicing & resolution of queries as appropriate. 


• Review and update packing/shipping instructions.


• Maximize shipments and improve availability where possible. 


• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary).


• Follow-up proactively with material and delivery issues, ensuring high level of customer focus.


• Interface with credit department and all other departments.


• Meet forecast pressure.


• Initial point of contact for all first-level customer complaints and queries. 


• Follow all procedures according to corporate guidelines (in a timely manner).  


• Provide documents whenever necessary/as required for audit purposes.


• Work closely with the DC and manage stock levels and delivery dates. 

Requirements:

• Minimum/Essential: GCSE or equivalent in math’s and English grade C and above.


• Previous experience in a customer service/admin environment (essential).


• High level of written and spoken English (essential).


• Good working knowledge of MS Office (essential).


• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).


• Genuine passion for Customer Service.  


• The ability to be able to liaise confidently with customers and internal stakeholders (Internal: all departments / External: customers, agents, forwarders, and others when required).


• SAP knowledge and experience (highly desirable).


• Automotive industry experience (advantageous). 


• Automotive industry experience would be advantageous.  

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