Reed in Colchester are delighted to be supporting our local client seeking a dedicated and enthusiastic Customer Service Executive to join their team on a Temporary to Permanent basis.
In this role you will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that customer accounts might face with accuracy and efficiency.
Key Responsibilities:
- Liaise closely with customers to ensure best in class customer service
- Represent the customer on site and participation in customer forums, meetings, and conference calls
- Work with manufacturing, logistic, technical, commercial, and quality teams to achieve service and delivery performance by effectively managing all aspects of internal and external customer relationships
- Order to Cash Management: Ensure smooth receipt of orders for new and existing products into the Company systems and progress orders through the manufacturing process to satisfactory receipt of finished goods by the customer
- Complete and maintain SLA's (Service Level Agreements) for each customer to enable efficient management of all accounts
- Manage the sales order books and stocks levels to achieve service targets in accordance with SLA's
- Support the creation and maintenance of item specifications
- Support the product change process, including run out and obsolescence control
- Ensure any slow-moving materials are invoiced and shipped to the customer within the agreed time frames
- Be prepared to discuss with client and intervene when customer services need to escalate specific issues (eg; lead times, supply chain crisis, machine breakdowns etc)
- Ensure art work origination and trials are invoiced Identifying and assess customers' needs to achieve satisfaction
- Analysing and responding appropriately to queries from customers via telephone and e-mail, working towards an appropriate solution
- Chasing order placement, status and progress
- Liaising with Sales / Billing and Technical departments regarding complex issues
Profile / Experience and Qualifications
- Proficient in Microsoft Office Suite
- Proven experience of providing high level customer service
- Excellent communication skills
- Computer proficiency in Microsoft Office
- SAP system experience
- Proven ability to implement customer change management processes
- Logical and analytical approach to problem solving
- General knowledge for exporting to EU
- Ability to prioritise and work to strict deadlines
- Experience of manufacturing processes is highly desirable
- Excellent communications skills at all levels, both oral and written
- Assertive behaviour allowing influencing through negotiation
- Strong organisational and administrative ability working in a structured manner with close attention to detail
- Demonstrate ability to work as part of a team and manage a busy workload
- Flexibility and adaptability in an environment of continual change with a "can do" attitude
- Able to analyse customer needs and recommend solutions with minimal supervision
- Able to prioritise workload efficiently ensuring that all customer queries are resolved to closure and the customer's satisfaction
- Able to deal with difficult clients/situations in patient & friendly manner
- Experience in mediation and conflict resolution techniques
- Data analysis experience
If you are Immediately availble and have the skills required to complete this post, please click APPLY!!!!