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Senior Customer Services Assistant

As a Senior Customer Service Assistant, you will be reporting directly to the Customer Services Manager. You will play a vital part in the business, so it is critical that strong communication is in place with the Operations and Commercial teams.

This role manages customers from both Manufactured and Distribution business units with a focus on distribution and associated logistics planning.

You will be managing communications between customer and business to allow continuous improvement and maintain the level of service that are expected.

This role is key to driving success factors to attain & retain customers and establish the company as an industry leader in customer service.

Duties:

Customer Service

  • Order and Sample processing
  • Maintenance of CRM system
  • Complaint Handling and Resolution
  • Assisting Senior Customer Services Assistant and Customer Services Manager as required
  • Supporting new business team as required

Logistics

  • Liaising with suppliers, transport agents and 3rd party warehouse to ensure goods are collected and delivered on time and in full.
  • Organising import and export shipments including paperwork
  • Working closely with the Head of Commercial in terms of stock availability at suppliers
  • Requesting and comparing freight quotes
  • Consistent and accurate maintenance of all systems
  • All routines attached to Logistics.

Skills and Experience

  • 2 years minimum experience in a customer care role or a logistics function preferably in distribution
  • Solid experience of Import and Export processes, terminology and paperwork and understands the post-Brexit environment
  • Outstanding problem-solving skills, solutions and focused thinking
  • Strong planning and organisational skills in a fast-paced environment
  • Able to work calmly under pressure
  • High level of accuracy and attention to detail
  • Proven track record of building report, internally and externally
  • Excellent communication skills, both written and verbal
  • Experience of packaging industry and the sectors the business serves would be an advantage
  • Experience of manufacturing environment would be desirable

Behavioural Expertise

  • Team player with a can-do attitude possessing initiative, drive and enthusiasm
  • Articulate, professional, engaging an enjoys work
  • Flexible, agile and adaptable
  • Establishes and maintains open, collaborative relationships with team members, ensuing an open an honest culture is maintained
  • Pursues long term goals in line with the Personal Development Plan and Sales Road Map
  • Recognition of importance of one team ethos to ensure all business goals are met.

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