Description Overview

Responsible for the processing of sales orders, for UK, EU and International Markets. Also resolving Customer queries and claims to support the end to end orders to cash process.

Scope of the Role

• Provides customer support, administers customer services processes, and liaises within the Company on behalf of the customer.
• Receives and processes customer orders by EDI, email or portal, responds to inquiries, and/or complaints covering items or products ordered.
• Provides customers with accurate delivery dates and liaises with Planning team to ensure SAP delivery dates are aligned with availability
• Researches using available information resources and resolves customer issues, if necessary, redirect issues to appropriate resources and or escalate issues requiring urgent attention.
• Provides administrative support to customer services management, including preparation of open orders and attending reconcilation meetings with Contract Customers.
• Serves as a point person for coordination of customer service plans.
• May provide direction to other coordinators.

Experience Required

• 1–3 years Customer Service experience (in a highly regulated business – an advantage).
• Have good written and verbal communication skills.
• Skills in Microsoft applications to medium level (pivots & lookups an advantage).
• Experience of SAP or similar ERP system.
• Education GCSE or equivalent at grade C in Maths and English.
• Be able to manage own workload to reflect the expected demand trends of the customer.