We are looking for candidates with exceptional customer service skills to join a fantastic company based in Colchester, Essex!
This role will work as part of a very customer-focused team for a very well-established business with solid values and great benefits!
The Role
The role itself plays a pivotal part in overseeing multiple customer accounts. Your primary responsibilities would include cultivating and enhancing customer relationships and serving as the initial contact for order management from start to finish.
The key objective of this position is to foster robust customer connections and drive sales through the delivery of exceptional customer service. This involves reviewing, and entering sales orders onto system, expediting orders, and collaborating cross-functionally to deliver proactive, timely, and precise feedback to valued customers.
- Serve as the primary contact for designated customers, managing a portfolio of assigned accounts. Responsible for all order-related communications, from entry to resolution of customer service enquiries, consistently exceeding customer expectations in terms of responsiveness.
- Efficiently oversee the end-to-end order management process to eliminate unnecessary delays in other departments. Minimise finished goods inventory by ensuring timely communication and proactive coordination throughout the order fulfilment process.
- Prepare quotations for the distribution network and key accounts, ensuring prompt and on-time delivery of technical estimates and quotations, utilising numerous software tools.
- Confirm and acknowledge customer orders within agreed Key Performance Indicators (KPIs) and designated timescales. Regularly review and proactively notify customers of any unavoidable delays, maintaining transparency and accountability.
- Ensure accuracy in the entry of all data into the MRP system, adhering to established processes, including thorough price verification.
- Timely provision of all necessary customer documentation, including order acknowledgments, drawings, and certificates, with a focus on efficiency and adherence to deadlines.
- Address and progress all expedite requests for designated customers by collaborating cross-functionally with Planning, Purchasing, Engineering, and Operations teams. Streamline communication and coordination to meet customer expectations effectively.
What You Will Need
The perfect candidate will enjoy working in a customer-focused company and want to be part of a team that provides world-class customer experiences. By 'going the extra mile', you will support your team to produce high-quality results to ensure customer satisfaction. You will need to be innovative to find solutions to everyday challenges and not shy away from new or changing priorities.
- Positive, energetic, resilient, and highly motivated individual with the confidence to propose and implement innovative ideas for achieving success.
- Proficient in computer operations with knowledge of CRM systems, ERP systems, and Microsoft tools (Word, Excel, PowerPoint, SharePoint, Teams, Outlook).
- Excellent verbal and written communication skills characterised by clarity, conciseness, courtesy, and professionalism.
- Strong problem-solving capabilities and a track record of successfully seeing solutions through to completion.
- A high level of accuracy in data entry and administrative tasks, showcasing meticulous attention to detail.
- Excellent customer handling skills and a proven history of delivering outstanding customer service.
- Excel in organisation and prioritisation skills, displaying a proactive approach whilst in a busy, high-pressure environment.
- Possess technical capacity to comprehend products, aiding in the accurate and timely processing of product orders.
- Apply sound mathematical skills to validate orders and support partners with their order enquiries.
- Confident, self-motivated team player with a good telephone manner, capable of handling customers from various industries, levels, backgrounds, and personality types.
- Demonstrate strong interpersonal skills, comfortably communicating effectively at all levels, from the shop floor to the executive, both internally and with our customers.
Salary: Commensurate with experience, from £25,000 upwards.
Perks: Early Friday finishes, holiday purchase scheme, hybrid working, Christmas shutdown, life assurance, family-friendly benefits, sports & social club (for a small charge), free parking, and learning & development opportunities.
- Please note this position is an initial 12 month fixed term contract but with potential to become permanent*
Apply today for more info!
Please note that due to a high volume of applicants we are unfortunately unable to respond to applicants that do not fit the criteria laid out within the job description (or the accompanying questions).