Senior Customer Service Representative

Senior Customer Service Representative

8.30am – 5pm Monday – Friday

Up to £38,000

Coventry

The Role:

The Customer Service Senior Representative plays a crucial role in ensuring that both internal and external customers' needs are met promptly and in accordance with company protocols and values. This involves closely monitoring customer satisfaction levels and taking necessary steps to enhance service quality. Additionally, they uphold a proactive and solution-oriented approach while adhering to the customer service strategy across the organization, striving to surpass customer expectations. They are tasked with identifying and implementing processes aligned with business and customer requirements, as well as enhancing internal relationships and supporting the Customer Service Manager (CSM) in critical business functions. Furthermore, they oversee high-profile customer accounts, cover for the CSM in various duties, and engage in strategic planning for future CSM succession.

What will you be doing?

Orders: Prioritise and process all internal and external customers’ orders received via email EDI and telephone ensuring all customer information records are updated and accessible within the customer service function. Liaison with internal departments to ensure all stock reviewed and customers informed of delays and shortfall. All orders processed in line with the customer service KPI.

Transport & Invoicing: Proximity with our service providers, inform of customers delivery requirements, ensuring all orders are dispatched, specific batch information received applied and invoiced on time in full in line with the Customer Service KPI.

Query Resolution: Prioritise and process all internal and external customers’ queries received via email telephone in person such as credits, shortage claims, delivery product & customer information. Queries logged and resolved in line with customer service KPI.

What will you bring to the party?

* Experience in a similar role, using SAP and/or EDI ordering. Preferably in a manufacturing environment.

* Experience liaising with customers directly using multiple forums

* Experience working within finance invoice system, delivery notes, raising POs, processing and raising invoices and credit control.

What Happens Next?

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