Job Description

To support customers and other key stakeholders across the UK and ROI in the segments of Distribution, Merchant and general sales, ensuring that orders are fulfilled in the correct quantities and at the right time. To deliver a level of customer satisfaction (including complaint resolution) which ensures that the business is the 'go to' supplier, by establishing and maintaining professional relationships with internal and external customers, delivering commercial excellence, understanding our market and protecting the customer experience.

• Ensure that 97% of orders are entered on the same day
• Ensure that credits do not exceed 0.75% of orders
• Visit one customer per quarter
• Answer telephone with 4 rings

Key Responsibilities & Job Content

• Behave and perform in a way which ensures that stakeholder relationships are managed in a professional and proactive manner in the key areas of:
• Product champion for selected product sector
• Customer satisfaction (internal and external)
• Telephony performance and personal productivity
• Accuracy of order input thereby minimizing the need for credit and debit creation
• Maintain up to date knowledge of industry developments and initiatives
• Proactively resolve issues
• Drive personal development
• Manage communication with potential, new and existing customers at the telephone, via email and face-to-face as appropriate·
• Responsible for ensuring that orders are processed accurately (including pricing amendments) and that customers are supported through the order placement and fulfilment process.
• Liaise with Distribution and Merchant sales team colleagues to ensure that customers receive a seamless and consistently high level of service.
• Demonstrate ownership of personal learning and development, to include thorough preparation for regular reviews and performance development reviews and proactively suggesting tailored training solutions.
• Develop professional relationships with customers, promoting a positive personal and company image which will promote long-term value-adding partnerships.
• Demonstrate a proactive approach to getting things done within their own team and across the wider Customer Service team to support wider business needs.
• Identify projects and process improvement which can be undertaken to enhance the customer experience.
• Decisions regarding day to day order creation and/or amendments
• Managing administrative tasks of email inboxes and EDI orders

Required Knowledge, Skills, and Abilities

• Previous experience in customer service or administration
• IT literate and ideally experience using an ERP system although not essential
• Confident communicator