Customer Service Representative

The incumbent is responsible to maintain all aspects of the customer service relationship including contract verification, order processing, scheduling, follow up, and communicate customer needs to all departments. This role will be based at the Manchester, UK site. In addition to annual initiatives, the key accountabilities of this position are: Customer service behaviours

• To offer the highest standards of customer service by providing an efficient service and maintaining excellent communications directly with customers, being attentive to individual customers requirements and ensuring a pro-active, efficient response to customers needs.
• Answers customer telephone enquires adopting a polite and professional attitude at all times.
• Provides immediate response to customer queries and enquiries, primarily by telephone and then followed up via e-mail
• Follow established policies and procedures ensuring standards of service to customers and business objectives are achieved at all times.
• To pro-actively communicate and work with members of your own and other departments to ensure standards of service to customers and business objectives are achieved.
Reporting
• Maintains records of approved customer contracts to ensure accurate processing of orders at all times.
• Maintains customer data files as needed to ensure accuracy of information recorded.
• Ensure that daily activity monitors and KPIs are kept up to date and reported on a daily basis.
Responsibilities Processes customer change orders and notifies the appropriate departments.
• Initiates Sales Returns Goods, following the established procedures.
• Enters and acknowledges customer orders on BaaN (the Manufacturing Planning System).
• Maintains a current regional order backlog.
• Expedites orders and inquiries
• Proactively contact customers regarding late deliveries.
• Liaison with finance regarding new and/or blocked accounts and keeping the customers informed as appropriate.
• Liaise with internal and external sales personnel.
• Work with the Procurement Team to ascertain delivery timescales for the product(s).
• Liaise with appropriate production personnel on lead times and/or delivery dates.
• Responsible for handling customer complaints ensuring a satisfactory resolution for both the customer and the business.
• Liaise with customer site personnel regarding deliveries of products.
• To liaise with company manufacturing, commercial administrative staff and management to ensure that all product problems are fed back to source for corrective action to be implemented.
  
  Previous experience in customer service essential
• Ability to work independently and as part of a team
• Must have a right first time attitude
• Previous experience of HVAC business advantageous
• Previous experience of using an MRP System
• A pro-active and flexible approach to work
• Excellent interpersonal skills
• Superior IT skills