We are currently recruiting for a Customer Care Representative to join a company in Kingston in Milton Keynes. The working hours for this vacancy are Monday-Friday, 9:00am - 5.15pm (36.25 hours per week).
Our client offers 1 day a week working from home and the remaining 4 days MUST be office based.
As a Customer Care Representative you will be the central link between the Customer, Operations, Sales Team and the Global Business Solution Centre to ensure client's requirements are met in the most efficient and cost effective way.
You will build strong relationship with the customer, act as the voice of the customer and manage the sales order process through to shipment for assigned customers and affiliates.
In this role, you will have the following responsibilities:
- Execute Customer Care strategy and follow global guidelines.
- Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.
- Provide support for assigned customers and affiliates to meet order requirements and escalate issues where appropriate
- Actively work with the customer care team on customer intimacy and delivering superior customer experience
- Day to day communication and collaboration with customers, operations, sales and GBS
- Resolve request for order changes, issues and handle customer complaints and inquiries internally and externally.
- When applicable determine corrective action with the help of the Support Office and Control Tower.
- Prepare Debit and Credit notes, process quality notifications and Customer Returns.
- Manage customer expectations and building strong relationships.
- Proactively collect Customer Forecast, enter into tool and collaborate with Planning on information relating to demand planning and stock positions and actively participate in demand planning meetings.
- Proactively ask for and act upon Customer feedback.
- Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements.
- Provide coverage and support accounts for other team members as necessary
- Identify the right communication method based on the sense of urgency and issue.
- Knows how to diffuse a difficult situation and get resolution with the customers
- Follow the new Customer/product processes and contribute to improve new customer experience.
- Participate to Customer visits and presentations when required.
Your professional profile includes:
- At least, Secondary School or Secondary Education Diploma.
- Associate or University Degree is preferred.
- English and another language(s) is preferred.
- 1 year in the industry including customer facing role is preferred.
- Microsoft Office expertise.
- Strong interpersonal and communication skills.
- Demonstrated Customer Relationship Management.
- Basic Inventory Management knowledge.
- Negotiation skills.