Representative Customer Service

Role overview:

• End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration;
• Engage with customers to provide a positive, quality Sales experience in all circumstances;
• Closely collaborate with Sales department and across all business functions both locally and centrally;
• Promote a high level of customer satisfaction and quality of service;
• Provide quality and proactive support to both internal and external customers.

Responsibilities: 

• End-to-end management of the OTS (order to shipment) process;
• Daily contact/liaison with customers and sales team;
• Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery;
• Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze);
• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments;
• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team;
• Provide customer and internal reports as and when required;
• Update and maintain all customer records in conjunction with Master Data;
• Promote & follow-up electronic ordering (Teccom/EDI);
• Support in processing customer invoicing & resolution of queries as appropriate;
• Review and update packing/shipping instructions;
• Maximize shipments and improve availability where possible;
• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary);
• Follow-up proactively with material and delivery issues, ensuring high level of customer focus;
• Interface with credit department and all other departments;
• Meet forecast pressure;
• Initial point of contact for all first-level customer complaints and queries;
• Follow all procedures according to corporate guidelines (in a timely manner);
• Provide documents whenever necessary/as required for audit purposes;
• Work closely with the DC and manage stock levels and delivery dates.

Requirements:

• Previous experience in a customer service/admin environment;
• High level of written and spoken English;
• Good working knowledge of MS Office;
  
• SAP knowledge and experience; 
  
• Automotive industry experience would be advantageous;  
  
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements;
  
• The ability to be able to liaise confidently with customers and internal stakeholders;

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