Customer Service Representative

Descrizione

Job Summary**:**

To be responsible for processing Customer enquiries, orders and maintaining customer files; to be the focal point for  returns and Customer Care Issues; maintain strong links to the Sales Managers and Product Mangers on sales trends and areas for development from a customer’s perspective; to meet Customer service levels set by the business; this should include providing feedback to customers on missed scheduled dates in a proactive manner and responding to customer queries within agreed timescales.

Essential Duties/Principal Responsibilities:

• Processing of customer orders and quotations, including scheduling shipment dates, and controlling the release of pick notes for the dispatch department.

• To respond on all customer progress requests on orders responding within 24 hours.

• Liaise with Inventory Planners about long lead time parts and shortages and special customer requirements to ensure an accurate request and scheduled date is on the customer orders.

• Ensuring where customers are on hold or Cash In Advance that the correct request dates are allocated to the orders.

• Create and maintain customer information files on computer database.

• First point of contact for customer telephone and e-mail enquiries. Responsibilities include referring inquires to correct distributor, Area Sales Manager or Product Manager.

• To work proactively with Logistics Department on the shipping of Customers Orders and freight/import enquires.

• To attend if required a daily meeting between Logistics, Customer Services and Material Control department.

• To hold regular Key Account Meetings with attendance of ASM & Product Management

• To proactively maintain overdue order book and ensure timely release of allocated stock whenever possible after interface with the customer.

• To be proactive in doing investigations into scheduled dates prior to order entry

• Liaise with all relevant parties ensuring complaints/concerns receive quick solutions

• Input of all credit notes where required for customers ensuring the correct levels of authorisation are met and reason codes included.

• Administration of Distributor and OEM Warranty Claims and interface with Quality department where required.

• Maintain company database on Customer Care Issues.

• Administration of Customer Complaint process issue’s including short shipments, pricing and stock returns. This includes updating data tables of errors and issues

• Advising the Customer of the root cause of investigations, in a timely manner.

• General Office administration.

Key Competencies:

• Internal & External Customer Focus
• Inspiring accountability - takes ownership
• Continuous improvement mindset
• Solution focused
• Cross-boundary collaboration

Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• Excellent communication skills - written and verbal
• Experience in Customer facing or ideally customer services role
• Experience of CRM systems
• Exposure to pumps or manufacturing environment preferred
• Pump Technical knowledge desirable or willingness to learn
• Good level of numerical skills and high attention to detail
• Ability to build effective professional relationships and a strong team player
• Self motivated, conscientious and resilient
• Intermediate IT literacy skills
• Excel Intermediate level (cut and paste, sorting, filtering, reviewing)

Standard weekly job hours: Monday to Thursday: 9:00am to 5:00pm; Friday: 9:00am to 4:45pm (*Flexitime available)

Other local requirement: ESH Responsibilities:

• Follow all ESH policies and procedures
• Take responsibility for your own safety & watch out for the safety of co-workers and co-operate with employer on ESH matters
• Immediately report hazards, near misses and unsafe behaviours to your supervisor

Participate in safety related activities as appropriate i.e. risk assessment process / audits