Customer Service Representative

Job Summary/Overview

Position to be based at Coleshill, Birmingham site on a full-time permanent basis circa 38.75 hours per week, Monday to Friday. Purpose of the position is to assist the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one.

Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system.

Essential Duties and Responsibilities

• Using Salesforce CRM to review all enquiries and categorise them on receipt to ensure they reach correct staff and are prioritised effectively.
• First point of contact on telephone system.
• Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone.
• Providing PODs, missing certificates and providing updates on orders.
• Checking stock availability and lead times on SAP.
• Make quotations in SAP.
• Order entry in SAP.
• Follow up open orders, stock and MTO to ensure on time shipment.
• Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally.
• Handle any type of complaint in a proficient way and recording in internal systems.
• Invoice queries and credit request creation.
• Support colleagues by sharing best practice.
• Adheres to all local legal, health and safety and compliance requirements, policies and procedures.
• To carry out any other duties as necessary when requested.