| Description: | The purpose of the role is to work with colleagues in Sales, Customer Service and Operations to facilitate a high standard of customer service in line with customer and company expectations, through building excellent internal and external relationships, analyzing and anticipating supply and demand, and supporting the sales order process from receipt to delivery.
To develop, manage and influence existing customer relationships, through aligning customer and the Company’s expectations, to ensure we both consistently provide a high level of service and achieve customer satisfaction, thereby contributing to the Company Sales budget and the Company Plan.
Undertake daily reactive/proactive inbound/outbound customer communication and liaison, via phone, e-mail and face-to-face (when required on occasion) to ensure timely, courteous, effective and professional response to enquiries, all requests for information and resolution of issues.
Manage the sales order process from enquiry through to order and delivery - including but not limited to sales order processing, order monitoring/progressing and undertaking all necessary external/internal liaison - and efficiently handle all stages of our business administration function delivering our commitments, including but not limited to sales order processing, complaint/concern recording and credits.
Manage and develop the relationship between the Customer Service team and operational departments including but not limited to Planning/Procurement, Logistics, Manufacturing, Fabrications, Technical to ensure that the needs of customers are fulfilled in line with Company service standards and commercial requirements.Use a variety of techniques such as specific projects, regular meetings, relationship building to identify and address areas for improvement within the supply chain process to improve standards across the business in terms of the service our customers receive.
Manage the customer concern/complaints process, including receipt, review, resolution, and implementation of corrective action, logging/recording, reporting/analyzing, and identifying preventative action.
Assist the Customer Service Manager in developing and/or improving Customer Services procedures, policies, processes, systems, standards and initiatives.
Support internal and external sales colleagues by providing verbal/written quotations and enquiry handling activities to secure sales within agreed pricing policy guidelines and customer terms, to realize and maximize all opportunities in support of the Company’s Sales Budget.
Manage all required Sales administration necessary to deliver our commitments to our customers, Lead the Customer Services team in controlling, managing and developing the commercial Systems, included but not limited to: SOP; Service Complaints/Queries; Credit Notes; Order book management, to ensure the sales process consistently runs in a smooth, efficient and timely manner.
Meetings with customers off-site may occasionally be required, therefore there may be a requirement for some out-of-hours travel.
Employees are required to be diligent regarding policies, procedures and work instructions as defined in the ISO 9001 Quality Management System.
Hours: 37.5 hour week
8.30 a.m.-4.30 p.m., Monday to Friday with a one hour unpaid meal break.
Pension Scheme, Childcare Vouchers and Lifestyle Scheme offering discounted prices and services.
|
