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Customer Service Co-ordinator

Stonehouse

Job Summary:

To provide comprehensive customer service to all internal and external customers in a professional and timely manner. The role will include high levels of customer liaison, detailed and accurate ordering processing and an excellent ability to problem solve. Oversee all aspects of legal and contractual documentation in the distribution of products via haulage/transporters to UK/EU and Rest of World destinations.

Key relationships:
 Internal – Directors, Managers and colleagues
 External – Customers, Suppliers, Hauliers and other general service providers.

Key Activities:
 Processing customer order requirements onto the SAP system to ensure accurate dissemination of details to production and relevant teams
 Taking responsibility for the end-to-end order process, ensuring positive customer engagement/experience
 To provide regular communication and update to the customer to ensure customer engagement and satisfaction
 To cascade key information to Line Manager and other departments, teams and colleagues as required including dispatch/shipping requirements
 Consult with customers on ordering pattens, requirements and future projections
 Dealing with all customer enquiries – taking full responsibility to ensure enquiry is either dealt with satisfactorily and/or passed on timely to other colleagues to resolve
 Monitor customer feedback and ensure major issues are escalated to Line Manager
 Production of accurate reports, data and analysis when required
 Ensuring invoices are adequately prepared, distributed and communicated to both internal and external customers
 Ensure all dispatch and delivery requirements are communicated to the relevant colleague/department and where necessary, supplier.

 Review invoices & costs to ensure accuracy of charges prior to signing off.
 Undertaking all aspects of legal and contractual documentation in the distribution of products via third party haulage/transporters to UK/EU and Rest of World destination.
 React to supplier error reports and work through to positive resolution
 Develop a knowledge of export processes to enable the orders to be processed, dispatched and delivered in the most cost effective & efficient way.
 Identify areas for future business enhancements and ways to improve customer experience.
 Booking and tracking outbound shipments with carriers and providing updates to customers.
 Apply for documentation to support export e.g. bill of lading, Health certificates, Certificate of Origin.
 Obtaining quotations from freight forwarders for export shipments.

Skills and Abilities:
 Proven record of understanding and providing an elevated level of customer service
 Excellent communicator with the ability to easily build relationships.
 Ability to analyze data, escalate any areas of concern and provide support reports when needed.
 Understanding of legislation in the distribution of products overseas.
 Positive and outgoing personality with the ability to work well within a busy team environment.
 Ability to organize and prioritize your own workload and identify any areas of issue.

Knowledge and Experience:
 The ability to work in a fast-paced, sometimes pressured environment.
 Strong ICT knowledge – including Excel, Word and SAP/databases.
 Previous experience and/or strong desire to develop skills in the export processes.
 Experience of using SAP and/or other databases and report writing applications.
 Attention to detail.
 Shipping / Freight Forwarding experience beneficial.
 Experience of producing export documentation and knowledge of the export process and incoterms advantageous.
 Team Player.

Salary: 14,000 to 28,000 per year

Hours Per Week: Part time (24-40 hours per week)

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