Position Summary
This role is to process orders and invoices, accurately, with high attention to detail, and to handle customer queries (mostly by email) in a professional and timely manner. The Customer Experience Representative is the "face" of our company and Ability to "Think Customer" at all times is essential.
Primary Duties and Responsibilities
- Primary point-of-contact for the assigned clients, working with Account Managers, with a good understanding of customer requirements and challenges.
- Provide clear and effective communication and high level of customer service.
- Data entry/processing of orders and invoices efficiently, accurately and on time.
- Responding appropriately and quickly to all internal and external customer email communications (and some telephone queries) regarding the supply, delivery and invoicing of orders.
- Provide product and delivery solutions to meet client needs.
- Meet client contract and company operational requirements.
- Utilise and become expert in use of our online order management, back-office and inventory systems.
- Communicate effectively with our Third Party warehouses and delivery companies.
- Be the "bridge" between our day-to-day customers and internal associates/teams.
- Maintain stock delivery systems showing stock availability and delivery time frames.
- Other duties may be assigned in line with business requirements.
Stakeholder Relationships
- External: Marke Creative's Customers - multiple departments & levels of seniority
- Internal: Account Managers, Buyers, Operations, Finance, IT/Web Developers, Senior Management
Key Skills & Competencies
- Excellent communication skills - English language, verbal and written
- Strong working experience of MS Office Software, particularly Outlook
- Excellent organisational skills, including time-management & prioritisation skills
- Excellent eye for detail/attention to detail
- Ability to work in a fast-paced environment
- Professional email correspondence and telephone manner
- Positive flexible attitude, friendly, with ability to influence
- Good problem solving, solutions orientated skills
- Ability to build relationships, both customer and internal - great team player
Education and/or Experience
- Educated to GCSE level (or equivalent) including Maths and English - essential
- Minimum of one (1) year customer service/sales support experience - desirable
- SAP software experience - desirable
- Additional European language - desirable