Ref: 738
Hours:- Mon - Thurs 08:30 - 17:00 & Fri 08:30 - 16:00
Reporting to the Commercial Manager the key objective of the Customer Services Executive will be to provide our customers with ’best in class’ customer service alongside ensuring accurate and timely processing of inbound UK and export sales orders.
The Customer Services Executive will also be accountable for providing key account sales support and providing a focal point for general sales enquiries and support within the office. This role will involve primarily customer service through excellent administration of the sales order process from beginning to end. This role requires a highly organised person with exceptional attention to detail, and that enjoys and can easily cope with a wide variety of tasks and challenges.
The role:
*Provide ’best in class’ customer service during every touchpoint that both delights customers and exceeds their expectations.
*Process and manage sales orders received via email and EDI through the business process, ensuring that we achieve our scheduled despatch dates.
*Provide accurate and timely communication with customers particularly ensuring all purchase orders, including schedule updates, are confirmed in line with our target response time.
*Handle incoming telephone and email enquiries and respond to requests for information such as order progress, product pricing, and product availability.
*Quickly identify situations that require specialist information and re-direct customers accordingly.
*Embrace the business’s complaints process by proactively managing customer complaints and taking appropriate action to resolve issues while providing outstanding customer support.
*Work with a variety of both internal and external customer IT systems to support management of the sales order process.
*Interpret system generated reports and take appropriate action to manage exceptions.
*Maintain digital filing records of all sales order, billing, shipping and customs documentation.
*Provide continuous maintenance of our customer database to ensure all records are current.
*Ensure effective and positive relationship management within the Customer Services team, with other departments within the business, as well as with partner organisations and external service providers.
*Provide general administrative support such as emailing, mailing, faxing, photocopying, information storage and printing.
*Adhere to existing working practices, methods, procedures, undertake relevant training and development activities and to respond positively to new and alternative systems.
*Maintain confidentiality and observe data protection and associated guidelines where appropriate.
The successful candidate:
*First-class customer service skills and in possession of excellent relationship management techniques.
*Ability to clearly and confidently communicate information, both verbally and in writing.
*Exceptional attention to detail, with the ability to work quickly and efficiently while maintaining accuracy.
*Exceptional organisational, planning, prioritising and time management skills.
*Ability to quickly identify issues and problem solve to find effective solutions.
*Both a team-player, and the ability to work autonomously.
*Excellent numeracy and literacy skills.
*Excellent Computer skills including Microsoft Office and CRM systems; an understanding of ERP systems and business process management would be an advantage.
*Experience working with export customers, incoterms and the export shipping process would be advantageous.
Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.
Glu Recruit LTD ensure that all qualified applicants are considered for employment in the role that they have applied for, and any other suitable opportunity that we advertise without regard to age, belief, colour, ethnic/national origin, gender identity, race, religion, sex, sexual orientation or based on disability. If you require any additional support to apply for this role, or any other role that we advertise please contact us directly for assistance.