Role purpose:

To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department. 

Key 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.