Crediting customer when required (Training from the office accountant will be required)
Mitigation plan and training
Embedding the training
Review and refresh training
Preventing non conformance
Identify the areas with the most NC's
Review the process
Work with the head of department on an improved process
Training and embedding
Review
Telephone queries (first port of call)
Training on what good looks like to all staff who answer the phone
Answering the phone day to day - ensuring the office is always covered 8-5pm
Capture any customer queries and respond in a timely manner. If it's a QA issue you will need to get the information from the technical director. If its serious inform the sales director and technical director
Website and customer letters response
Respond to customers in a timely manner
Supply Chain contract strategy
Develop relationship through rapport and adding value
Speak and communicate to supply chain customers on issues and resolution plans
Speak to supply chain contacts on forward planning
Meet with customer at on site meeting to discuss customer service and plan to improves
Track customer service level and report to customer and weekly to the sales director and Board.
Customer systems
Become an expert on EDI and customer systems eg (Tesco TIMS)
Required Knowledge, Skills, and Abilities
Previous customer service/ or account management experience