• Permanent
  • Norwich
  • Market related USD / Year

Technique Recruitment Solutions

Customer Service  Representative

We are working on behalf of a global engineering and print manufacturer based in Norwich. Due to continuous expansion and success they have a new opportunity for a Customer Service Representative based in Norwich to support the company’s customers. .The role is a permanent position working 38 hours a week, Monday – Friday.

The Role
This position serves as our day-to-day intermediary with its customers in both label order administration as well as contract administration. Professionally facilitating the label order and contract life cycle process, the Customer Service Representative provides customer support from order inception through shipment. This team member is a customer advocate to the organisation and, in addition to label order entry and contract administration, fields customer complaints, queries and issues that may arise.

Key Duties and Responsibilities
Essential Duties and Responsibilities include but are not limited to the following as other duties may be assigned:

• Subject matter expert on Label and Contract Administration for their markets, helping us to deliver our department objective of Global training, governance and support.
• Validate and process label artwork requests
• Accurate Item Master file creation and maintenance
• Label order life cycle facilitation; internal and external communication
• Label administration support to our agents and Partners
• Contract administration support to our agents and Partners (E1, Salesforce CPQ)
• Initiate and/or modify customer set-up data through agreed-upon process ensuring accurate Customer Master file management
• Ensures the day to day operational objectives of the department are prioritised
• Adherence to and compliance with ISO 9001:2015 processes and work instructions
• Actively contribute to achieving departmental objectives, metrics and targets in support of the Corporate Strategic Goals and in line with the Department Business plan.
• Create and maintain market or transaction specific ‘critical procedure’ documents and work instructions
• Assist in Business Process Improvement and/or Continuous Improvement initiatives and projects as required
• Raise Corrective Action/Preventative Action (CAPAs) to record customer complaints
• Assist with the investigation and successful resolution of CAPAs with a view to continuous improvement
• Raise Credit Notes when required • Manage label inventory levels as directed by Customer Service Supervisor
• Process contract or equipment requests (AR/ERs) by inputting contract-related data in order to accurately set-up and generate customer contracts
• Use the CRM to communicate pertinent customer interactions to the Sales team
• Use the Business Information tool(s) for reporting requirements
• To abide by all statutory requirements including those relating to health and safety.
• To ensure you read, understand and fulfil your responsibilities under the Company’s equal opportunities policy in place.
• To adhere to and promote all company policies and procedures in place including those relating to HR and health and safety
• To undertake any other reasonable duties as directed by the Line Manager

COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies and should be able to perform each essential duty satisfactorily:

• Customer Service – Responds promptly and professionally to customer queries relative to label orders and contracts; able to accurately input data in ERP system and follow agreed-upon process so that business, agent and customer needs are met. Builds professional relationships with colleagues, customers, agents, service providers.

• Interpersonal Skills – Exhibits drive and enthusiasm for Customer Service excellence; demonstrates a professional demeanour; is able to multi-task and operate effectively in a time-sensitive environment.

• Organisational Support – Ability to communicate and liaise in a courteous manner within the department and inter-departmentally; supports company objectives.

• Quality – Demonstrates accuracy and consistency while following process through various tasks and projects.

• Skills – Can demonstrate strong IT skills, including intermediate level Microsoft Office.

• Languages – Advantage but not a necessity

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