We are seeking a Customer Service Representative to join our team in providing excellent service to our clients. The ideal candidate will maintain strong working relations with customers, be able to multi task and stay clam under pressure.
Main Role and Responsibilities
- Acts as a liaison between Sales, Onboarding and Fulfilment, Credentialing, Supply Chain, Finance and Operations teams providing a single point of contact for all sales and logistics related processes
- Raising shipping documentation; creating and completing commercial invoices and packing lists
- Monitoring stock v's customer orders to ensure on-time delivery to customers; updating and sharing stock reports
- Managing customer expectations and building strong relationships with internal and external customers
- Forming and managing effective relationships with logistics service providers, rendering the best time based and cost based solutions for deliveries
- Maintaining, whilst developing customer service policies and procedures
- Record and escalate customer complaints through the appropriate channels
Represent Customer Services in production meetings
- Involvement in NPI meetings, to ensure full up to date knowledge of new products throughout the process
- Strong ability regarding database administration to ensure client records are up to date and accurate
- Providing customer service in a multi-channel environment i.e. phone, online, web services, video chat
- Occasional requirement for client visits to support sales to relay internal commitments
- Responsible for arranging internal client meetings
- Be a direct point of contact for the customer, including the handling of incoming customer queries & account development.
- Ensure the smooth transition of new and existing projects by contacting clients and liaising with internal teams within the Company
Skills and Attributes
- Self-disciplined, reliable and capable of working to set time frames
- Understand KPI's and how they are to be met
- This role requires excellent communication skills with experience in maintaining client relationships
- The ability to work in a high-pressured and fast environment, with the ability to think on your feet
- Ability to plan and manage resources
- Experience of using CRM systems
- Previous experience working in a B2B environment with high value corporate clients.
- IT literate - experience of using Microsoft Office including Outlook, Word, Excel
- Excellent organisational, time management and research skills
- Ability to remain calm under pressure
Hours and Salary
- 37.5 hours a week, Monday - Thursday 8.30am - 5pm and 3pm finish on Friday
- Salary starting at £25k
- 33 days annual including bank holidays
- 8% pension