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Apply NowCustomer Services Representative

  • Reference: JO0000005184_1626702282
  • Job Type: Permanent
  • Location: Thame, Oxfordshire
  • Skills: customer service, export, import, tenders
  • Industry: Call Centre and Customer Service

As Customer Service Representative you will be joining a small customer service team in Thame, on a full time, permanent basis. You will be responsible for speaking with customers, managing their orders from receipt of order to delivery, and managing complex orders. You will coordinate and progress through all internal departments to meet and exceed customer expectations, meet customer deadlines, internal business targets and providing consistent exceptional customer service.

As Customer Service Representative you will be responsible for:

  • Receiving complex customer orders, and contracts, and managing the internal contract review process through to a successful conclusion
  • Identifying and monitoring terms and conditions of the order / contract, resolving, highlighting and escalating within the business as required
  • Ensuring all elements of the order or contract are identified and achieved
  • Managing the end to end order process - taking ownership of the order, engaging regularly with the customer, and working with internal teams to problem solve any potential issues in achieving the customer requirements
  • Ensuring orders are entered onto the system, invoice and store processes and procedures, working to support the implementation of these and other relevant procedures within the team
  • Understanding and mitigating risk throughout the process, following defined escalation channels to highlight delivery delays or shortages, ensuring critical delivery dates are achieved
  • Proactively engaging with global manufacturing and sales operations
  • Managing financial aspects of the orders / contract ensuring that advanced or staged payments are achieved, and payment delays avoided
  • Working with the sales team to understand forecast and pipeline order probability and requirements, updating the sales team with any issues that may potentially impact the supply of forecast orders
  • Consolidating delivery dates and driving customers to provide firm and accurate delivery forecasts
  • Taking ownership of all queries from the customer and supporting them through to resolution
  • Ongoing maintenance of framework contracts carrying out price reviews, updating customers, working with production on stock holding requirements, attending customer meetings, and initiating new contracts once received
  • Attending and actively participating in production and operations planning meetings identifying priorities, troubleshooting, and problem solving
  • Managing customer changes, documenting and implementing accordingly
  • Providing open order, on time delivery, and invoicing reports to meet individual customer requirements and internal KPI's
  • Ensuring all customer orders, UK and rest of world, are dispatched in line with customer requirements including any letters of credit or export documentation
  • Building and maintaining customer relationships

You must be/have:

Essential

  • Experience of working in a busy office environment
  • Customer service skills
  • Problem solving
  • Education to A Level (or equivalent)
  • IT literate & confident user of Microsoft Office including EXCEL
  • Excellent communication and interpersonal skills at all levels, both written and verbal
  • Must be able to work independently
  • Ability to work to tight deadlines
  • Ability to demonstrate effective team working
  • Able to prioritise workload effectively

Desirable

  • Working knowledge of export / import procedures & requirements
  • Educated to a degree (or equivalent) level

Salary: c£23,000 Depending on Experience

Location: Thame - this is primarily an office-based role with some flexi-working

Hours: Full time

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