Crawley, UK

Customer Care Representative

Wed 11/10/2017
Job Title: Customer Care Representative

Job Summary:

The Customer Care Representative role primarily involves dealing with and assisting in the managing of customer accounts. It is a multi-faceted and fast-paced role that requires a very detail-orientated, dynamic and motivated person, from both an individual and team perspective. The CC Representative will be responsible for processing and managing orders, quotations, stock transfers and returns to a very high standard, as well as dealing with a large number of customer queries on a daily basis relating to products, technical knowledge, pricing, deliveries, production and backorders. The CC Representative will also provide strong internal support to the External Sales Team, which will contribute strongly to the achievement of the overall Company sales and profitability. As well as this, they will work in co-operation with members of the Operations, Production, Warehouse and Finance teams, along with fellow members of the Customer Care teams to increase and maintain customer satisfaction by providing an excellent service to new and existing customers on a continuous basis.

Key Responsibilities:

At all times present a professional image to customers both on the telephone, via email and in client-facing situations

* Provide product and technical information in a timely manner in response to customer queries
* Provide pricing information to customers in accordance with customer profitability and using a good understanding of profit margins and credit terms
* Process quotations, sales orders, returns and stock transfers on an internal order management system in accordance with Company policies and procedures
* Meet targets on a continuous basis based on KPI's provided by the Customer Care Supervisor
* Provide weekly metrics reports to the Customer Care Supervisor detailing the previous days productivity/workload
* Monitor backorders on a daily basis and communicate with the customer frequently regarding expected delivery dates, updates and delays where they may occur
* Monitor the progress of sales orders through the Warehouse and despatch phases, seeking to close these out as promptly as possible
* Monitor scheduled shipment dates with Purchasing to ensure timely delivery, and expedite as required
* Control all Call-Off orders by adhering to Customer Company policy
* Set up and maintain customer files where appropriate
* Contribute to the Supply Chain team performance to achieve target KPIs
* Communicate promptly to the Purchasing Team any unexpected increases or decreases in demand for particular products/product lines
* Increase sales value and average order size by cross-selling, add-on sales, and offering promotional items where appropriate
* Recommend alternate products to customers based on cost, availability and specifications, ensuring increased customer satisfaction and improved profitability where possible
* Receive complaints from customers and forward to the Customer Care Supervisor as soon as any are received
* Provide spend reports and other ad-hoc reports to customers based on customers purchase history
* Identify trends in your assigned customer's satisfaction or dissatisfaction and drive corrective actions where appropriate
* Promptly fill requests from customers and external sales staff for catalogues, information or samples
* Liaise with Purchasing, Warehouse, Production, Operations, Finance, Customer Care and Sales teams on a daily basis to work towards the collective success of the company
* Perform other duties as assigned

Qualifications, Abilities Skills Required:

* Strong commercial competency
* Knowledge of Supply Chain or experience in a relevant role is desirable
* Ability to deliver an outstanding level of customer service, with a strong customer focus
* Minimum of 3 years' experience in customer service/sales or order management role dealing with the public/end-user
* Be extremely proficient in computer skills, with particular focus on Excel for reporting purposes
* Strong problem solving decision making skills
* Keen eye for detail combined with a strong aptitude to prioritize daily tasks
* Excellent written and verbal communication skills combined with a professional telephone manner
* Ability to manage time effectively, to meet goals, and work effectively with other team members and departments
* Ability to meet set targets and be driven by productivity
* Having written spoken 2nd language of either in French , Spanish or Italian would be an advantage

Personal Characteristics Required:

* Excellent interpersonal skills with the ability to develop good working relationships with colleagues and clients alike
* Motivated to succeed within a thriving, fast-paced environment
* Willingness to adhere to all company policies, procedures and business ethic codes and ensure that these are communicated and implemented within the team