Primary purpose of role:

• First point of contact with specific portfolio of e-commerce customers across UK & EMEA regions
• Relationship building/daily engagement with key customers/stakeholders
• Proactive troubleshooting/root cause analysis in TecCom (electronic ordering platform) and SAP system to identify underlying issues quickly and efficiently
• Close collaboration and daily networking with Team Leader, Sales Managers, and key stakeholders involved in E-business growth and development
• Promote an exceptional level of Customer Experience, adhering to all required service levels and SLAs
• Handle all customer inquiries with professionalism and efficiency (via email, phone call, or in meetings)
• Provide quality, proactive support to both internal and external stakeholders across the wider business

Day to day CS responsibilities:

• Full ownership of end-to-end order to shipment process for a specific portfolio of customers
• Daily checks & close follow-up on customer orders/deliveries – immediately identifying/escalating issues or blocking points
• Deep dive/root cause analysis to identify (often complex) issues in TecCom & SAP, providing clear feedback to direct manager and escalating in a timely manner as required
• Close collaboration & clear communication with Team Leader and key stakeholders involved in e-business development
• Daily contact/liaison with DCs and carriers regarding delivery releases, booking slots, communication of system issues, etc.
• Daily log-in & adherence to cloud-based, interactive telephony system (Fuze)
• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments as required
• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
• Follow up on all customer inquiries, requests, and provide reports/feedback in a timely manner
• Update and maintain all customer records in conjunction with Master Data
• 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 departments and follow-up (escalation to Team Leader where necessary)
• Follow-up proactively with material availability and delivery issues, ensuring a high level of customer focus
• Interface with credit department and all other cross-functional departments
• Meet forecast pressure
• Follow all procedures according to corporate guidelines (in a timely manner)
• Provide documents whenever necessary/as required for audit purposes
• All other ad hoc queries, this job spec is not exhaustive