Meyer Scott Ref: VR/02804
Customer Services - £17,000 pa - Perm – Huntingdon
This is a new role as a result of a new product line that has just been introduced.Therefore there are occasions when you may be required to chase through orders with customers especially as follow through on quotes that may have been sent.
To be responsible for processing all customers orders quickly and efficiently. From receipt of order, checking account credit rating, into production and through to despatch, ensuring the order is cleared to the customer’s satisfaction. Regular contact with existing customers to progress order requirements.
Be the customer’s point of contact for the companies brand. However, on occasions due to illness or holidays this will include other companies products.
Process customer orders, ensuring delivery requirements can be met in liaison with Accounts, Sales, Planning, Technical, Production, Quality Assurance and Despatch Departments. Orders include both UK and International and all paperwork to meet specific country requirements.
Manage the order book.
Resolve invoice/delivery queries.
Ensure customer credit worthiness and customer accounts are up to date i.e. checking accounts for overdue payments before releasing goods.
Ensure all orders are acknowledged/promised to customers within 48 hours.
Maintain an accurate filing system in respect of orders and correspondence.
Maintain customer master files and price lists on Movex and liaise with Sales as necessary.
Ensure Production has correct box/bag labels as required and maintain Movex accordingly.
Despatch and arrange carriers and paperwork, working closely with the Finished Goods Stores Supervisor.
KPI Reports and keep up to date reports to customer requirements.
Run End of Week Reports for Customer Service Manager.
Maintain spreadsheets showing import/export carrier costs to/from customers and the shipment details.
Book in China/India consignments on Movex to show stock and produce internal paperwork i.e. Packing Instructions, PCIs etc.
Inform purchasing what product/quantity to buy from China/India for current products manufactured by them.
Answer all incoming calls to the Company and transfer accordingly.
Undertake any reasonable task not defined in this Job Description at the discretion of the Operations Manager or Customer Service Manager.
To carry out regular pro-active calls to existing customers and establish order requirements. Target list to be agreed with the Sales team.
Occasionally
Stock check and assist Production/Despatch Departments with stock checks, entering and controlling data as necessary.
Attend and support trade shows or exhibitions.
Effective management of the Customer Service Department to ensure that:-
Orders are processed promptly; customer enquiries are dealt with swiftly and in a professional manager.
Invoices, despatch paperwork and Credit Notes are handled accurately and efficiently.
Despatches are made to customers on time from goods available in stores. Accurate stock records are maintained.
Communication with the external sales team is maintained regarding customer feedback
Key Issues
Set key performance standards for customer service throughout the company and ensure they are met.
Ensure customer service is maintained to the highest level.
Ensure customer enquiries receive a prompt response and handling of customer complaints and credit control queries are dealt with efficiently.
Ensure deliveries are made on time.
Maintain all files and libraries efficiently.
Deal with customers in a professional and courteous manner.
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