Job Description

The main responsibilities within this role are to manage/maintain the incoming customer quotations, purchase orders and queries received via email telephone calls and other channels. The aim is to be as reactive and efficient as possible, solving the customer demands and queries in a timely professional manner whilst delivering the best service possible at all times to reach an optimal customer satisfaction with respect to the AL policies and procedures.

Missions and Responsibilities
 

As the first point of contact in the Customer Service team, you will be responsible for ensuring all customers feel welcome while promptly solving their issues. You will also be responsible for managing the workflow up to the final close of the issue, collaborating with the Sales team, and making sure that customers receive appropriate answers and internal actions have been implemented. The role itself is diverse, challenging and rewarding.

Orders will be processed for delivery locally for our fabrication client base, as well as offshore within and outwith the UK. Candidates will also be responsible for exporting and importing orders for extensive projects abroad at times with consumables sourced via a third party shipped via road/sea freight with the provision of all documents required commercial invoices, packing lists etc. whilst working closely with our freight forwarders. A suitable knowledge of Incoterms and conditions is desirable. A high level of attention to detail and the ability to work in a fast paced environment is necessary to be successful in this role, quick thinking along with problem solving and the ability to move from one order to the next as and when required. The ability to work on your own initiative and as part of a team is required.

Handles incoming first level communication

• Answers all queries in a timely and professional manner
• Identifies the related AL account of the customer
• Establishes a responsive relationship

Solves or re-directs various customer queries

• Creates a job ticket for each contact from the customer
• According the AL call policy, answers directly to the customer or transfers to the relevant employee (second level)
• After each customer contact, updates the Sales information system
• Checks on a regular basis the ticket queue ensuring that each query is correctly treated

Ensures transfer of internal information to other entities

• Responds to employees specific questions regarding sales administration topics
• Reaches out to internal contacts for any urgent matter
• Transfers collected information into the ERP / Sales information system

Deals with customers regarding invoicing issues

• Responds to customer specific questions regarding their AL invoices
• According to the solution or answer, implements corrective actions or transfers issues

Registers and proceeds with the customer claims

• Performs the registration of customer claims received from calls, letter of Claim Form
• Ensures the follow-up according to procedure and feedback to the client after processing the claim

Performs customer orders registration for hardgoods

• Registers all the given customer information about the order on the ERP system and various spreadsheets
• Re-words the order to the customer giving all the relevant information and promotes the AL offer
• Makes the proposal with respect to AL sales policy and level of autonomy granted
• Negotiates and gets the customer order; creates Sales Order (SO)

Promotes AL offers to customer while answering their queries

• Takes the opportunity in the conversation to promote AL offering
• Participates to spot marketing campaigns while required to support outbound call staff

Performs active-cycle related ERP operations

• Receives and registers Purchase Orders
• Verifies that the price and quantity mentioned on the quotation and the PO match
• Creates a Sales Order once PO is reviewed
• Sends order confirmation to customers

Knowledge on know-how specific to the Job

• Bachelors/Masters in Economy / Business or Chemistry
• Minimum 5 years of experience in a Customer Service oriented role
• Export and import experience is essential
• Dangerous Goods knowledge would be advantageous
• Adaptability to work with multicultural stakeholders
• Analytical thinking ability and a track record in successfully utilizing syndicated data
• Be able to provide insight from data
• Excellent communication skills both written and verbal (dealing with customers on the phone)
• Excellent data analysis and PC skills
• Knowledge of French/Italian is beneficial

Required Knowledge, Skills, and Abilities

High level of competency and accuracy in written communication. Maintain clear, structured and professional documentation relating to customers Possess strong planning, organisational, teamwork and presentation skills Be computer literate in Microsoft Office / Google environment to a proficient level with good typing skills Ability to work in a fast paced environment and react to/manage competing priorities. Must be able to manage time and balance multiple priorities Self-motivated and able to work in a team-oriented, collaborative environment Ability to solve problems that may arise day to day Solution-Focused decision making