POSITION KEY RESPONSIBILITIES
- Build strong working relationships with your key accounts to ensure we are offering a high level of customer support whilst working closely within the team & find ways to continue to improve our Customer Experience.
- Process customer orders in accordance with the customer's delivery requirements and agreed pricing onto the system & action all customer correspondents in line with the targets set.
- Ensure appropriate document achieved to set up new customer accounts in conjunction with finance.
- Taking daily calls & emails and ensuring cases are logged in Salesforce to help collate data to find ways of improving our all-round Customer Experience.
- Completing daily KPI log to help gather data which will support CX improvement plan.
- Understanding of both SAP & Salesforce in order to be able to respond to all customer enquiries & complaints.
- Build sustainable relationships of trust with all internal and external customers through open and interactive communication channels.
- Work in a well-organized, consistent way in the department so that colleagues can easily see what work is completed and what may be work in progress at any time.
- Provide and update any bespoke customer working instructions to ensure team can support your customer groups in your absence or support during busy times.
- Resolve product or service problems by clarifying the customer's complaint, determining the root cause then selecting and explaining the best solution to solve the complaint. Executing correction action and follow up to ensure resolution.
- Be intuitive, make use of resources available to problem solve and identify improvements.
- Provide requested data or feedback to wider business as required to help improve Customer Experience.
- Monthly & Quarterly presentation demonstrating progress based on individual & Team KPI's & Objectives.
- Management of JG website enquiries, forwarding via email to appropriate departments, countries etc
- General filing of information.
- RWC - Arranging and management of carriage to overseas customers including required paperwork for customs compliance etc.
- Adhere to the requirements of the Quality Management system.
- Comply with all current work instructions & mandatory training required within the organisation.
- Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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