Posted in: Other in Rotherham | Posted: |
Customer Service Representative
Role Purpose
To provide excellent customer service to our domestic and international internal and external customers, allowing the business to operate smoothly. The role acts as a first point of contact for all incoming enquiries and you will represent the CMD business.
Key Responsibilities
* Answer and manage all incoming calls and email order management enquiries in a smart and professional manner.
* Input Purchase Orders onto the Order Entry System.
* Determine lead-times with Production Planning and acknowledge the customer.
* Liaise with clients to progress orders, amend existing orders, and schedule deliveries.
* Respond to customer order management enquiries via telephone or in writing.
* Create new customers and maintain an existing database.
* Build and maintain sustainable relationships with our customers through open and interactive communication.
* Escalate any serious incidents to your manager and assist in resolution.
* Assist in developing customer service procedures, policies and standards for your organisation or department.
* Maintenance of Customer Service Standard Operating Procedures in accordance with ISO 9001 and ISO 14001 requirements.
* Assist the Customer Services Manager with reporting activities or other tasks as required.
Relationships/Contacts
* CMD Customers
* Customer Service Team Leader.
* Customer Service Team.
* Internal and External Sales Teams.
* Production Teams.
* Departmental Managers and Team-leaders.
* Individual departments across the business, as role dictates.
Leadership/Supervisory Responsibilities
This role has no leadership responsibilities.
PERSONAL PROFILE
Experience, Qualifications and Role Specification Skills
Education / Qualification
Essential
* Good level of Maths and English.
Work Experience
Essential
* Excellent IT and computer skills.
* Problem solving skills.
* Previous customer service experience.
Professional Skills
Essential
* Strong English language skills, written and spoke word.
* Ability to multi-task and work under pressure.
* Use own initiative with ‘can do attitude’.
* Attention to detail.
* Experience with export or import procedures or administration