Customer Care Representative

Salary: £26,000 per year

Customer Care Representative

Description
The Customer Care department are a core department and work with all other departments in the company. The main activity is to make sure that everyone is working accordingly to the latest information provided by customers, internal system (EDI) and maintaining customer’ satisfaction as high as possible. The work is different from other customer service roles because it’s much more data oriented due to the type of customers deal with and products sold.
In order to work efficiently in this role, it is necessary to have a strong mind-set, good organisation skills, a positive attitude (in/out company) and to be able to deal with a fast-paced environment.

Responsibilities and previous experience in –

* Order Processing for emailed, faxed, Tooling/Prototype or intercompany orders (all non-EDI orders)

* EDI Order Processing / system check / system clean-up / analysis of forecast and customers’ demands

* Tracking of customers’ orders progress and send updates on delays to customers proactively;

* Interrogation of the information system for delivery, quantity and quality issues;

* Keep records of delivery performance and generic satisfaction level of customer portfolio;

* Validation of information with all departments involved before communication to customer (when needed e.g. fast-moving situation);

* Communication of order status to customer via telephone and e-mail;

* Reporting of issues and risks to sales, quality, dispatch and technical department;

* Identify and assess customers’ needs to achieve satisfaction;

* Build sustainable relationships of trust through open and interactive communication;

* Provide accurate, valid and complete information by using the right methods/tools

* Raise delivery notes in support to dispatch department when needed;

* Invoice customers, send invoices (post/email) and chase payments in case needed;

* Verify periodically with sales customers’ trade agreements, pricelist, requirement;

* Keep the system updated with all relevant information about customer (trade agreements, pricelist, requirements);

* Build up a CMR with all the relevant information about customer’s personal portfolio.

* Process sample orders for customers

* Follow-up sales quotations, specific projects and any specific activity related to customers;

* Follow-up tickets and internal request to other departments;

* Verify express shipment requests with customers

* Main point of contact between different departments (technical, supply chain, finance, planning, quality) keeping internal communication on issues active;

* Keep track of transport cost (both standard and express);

* Meeting with customers (call / visit to our company / exhibitions)

* Check level of item stock before dispatch, in case stock is not available. When material is available proceed with giving instruction to warehouse for dispatch;

Essential /Desirable Personal Characteristics
High Ethical Behaviour
Self-motivated and goal oriented
Excellent communication skills (written and verbal)
Attention to detail
Able to work under pressure
Positive attitude
Willingness to learn
Team player

Essential Knowledge
Proficient in Microsoft Office
Microsoft Dynamics AX would be advantageous but not essential as full training can be given
Experience working in an international environment and across different cultures
Documentation Knowledge (invoices, delivery notes etc)
Problem Solving
Time Management
Experience of planning and organising deliveries is essential

Contract length: 12 months with a view to being extended.
Job Types: Full-time, Temporary
Salary: £26,000per year.00 per year