CUSTOMER SERVICE REPRESENTATIVE

Rate: £14.90 per hour

Industry: Business Support

Job Type: Contract

Location: North West

Reference: 28597-de

Expiration date: 22 February 2018


PURPOSE: To provide enhanced Order to Cash customer service to customers for selected products, ensuring customer needs are fully met on time and in full. (Immediate Start)

Internal Influences:
Job Holder needs to interact with Sales Managers and other key functional teams e.g. Product Planning, Logistics Operations, Manufacturing Loading Teams, Technical, Finance and Credit Control Teams

External Influences:
External Customer Base
External Service Providers e.g. Hauliers, Depots etc

Accountabilities:
Given that SHE (Safety Health & Environment) is top priority job holder to ensure constant focus on SHE when managing customer requirements, particularly when a significant change is required.
Be the focal point for Customers placing orders, understand customer needs and handle orders in an accurate timely manner ensuring their needs are fully met, on time and in full. Performance is measured (in part) by an agreed set of KPI’s.
Make optimum use of SAP for order processing, ensuring enhanced customer service is achieved. Ensure all orders are accurately closed at month end to allow effective invoicing. Accurate input of pricing in SAP is essential. Ensure additional costs are approved and passed to customer where agreed.
Be the principle focus of communications between the Customer, the haulier, local planning, the loadpoint and the Business in fulfilling orders to agreed customer portfolio ensuring the Customer receives the right product in the right place at the time agreed. This includes logging of customer complaints/ incidents and also dealing with day operational issues promptly.
Establish good working relationships with all commercial colleagues to ensure good understanding of Business/Product Strategies facilitating effective response to Customer needs/enquiries.
Establish good working relationships with Customers, local planning, loaders, hauliers and external depots to enable effective management of sudden changes to needs and allowing urgent requirements to be met.
Be capable of deputing for colleagues for sickness and holidays and a training resource for less experienced staff.
To be fully conversant and operate within business strategy, legal guidelines, and agreed Customer Service processes.

Special Features:-
The job holder is often the first point of contact for Customers and therefore needs to have excellent interpersonal skills and the ability to communicate effectively across all levels, both internally and externally.

The job holder will need to operate in a pressurised environment, and will need to have the ability to prioritise numerous tasks which need to be completed within short timescales.
Effective teamwork is essential to the operation of the Customer Service Team.
The job holder will have to work hours and days suitable for the Customer portfolio.

Experience and Qualifications:
Level of education & Experience in general
A Level or equivalent - HND, ONC, NVQ3/4
2 years’ experience in customer facing role.

Technical skills:
Experience using SAP software
Fluent in customer languages and English Excellent telephone manner
Strong organisational skills
Excellent written and verbal communication skills Problem solving
Multi-tasking capability
Well development IT/numeracy skills Good commercial acumen Product/Plant knowledge
Contractual and Competition Law Awareness

Behavioural skills:
Excellent interpersonal skills i.e., concern for impact, effectively communicating in order to influence, acts to preserve long term relationships and takes action to have desired effect. Proactive communication with customer
Able to challenge others to find best customer solution
A good level of initiative is required – takes action before being asked, questions, offers proposals and suggests improvements to ways of working
Tenacity