Health & Safety
To be accountable for own health and safety whilst at work, operating in line with company procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.
People Management
Day-to-day supervision of team members as defined by the Customer Service Manager, including absence management and reporting, team rota assignment, learning and development needs identification and delivery as appropriate.
Service Management
Ensure the effective running of the customer service function on a day-to-day basis, including co-ordination of work activities within the team, making appropriate decisions to delight customers. Responsibility for KPI monitoring and reporting as directed by Customer Service Manager.
Capacity Management
Accountable for co-ordination and administration of transfer work between Burscough and other sister sites within the Packaging UK network. Process new and repeat customer orders to manage fluctuating capacity demands. Represent the team at the daily Planning Meeting as directed.
Tooling Origination
Administration accountability for origination spend, monitoring supplier spend and customer recovery to meet KPI.
Account Management
In addition to covering own accounts, provide account cover to release individual team members to undertake learning and development activities and customer visits plus provide ad-hoc account support during peak demands to maintain service levels.
To undertake a continuous review of key accounts to ensure operating to best practice and identify opportunities/implement improvements in liaison with the customer services team. To keep the Customer Service Manager up to date with customer news and highlight any problems or issues with any area of customer services to ensure we continue to delight customers.
Quotation Management
Monitor the quotation queue and prioritize as necessary to ensure new enquiries are processed in line with agreed service levels.
Communication
Undertake briefings as directed by the Customer Service Manager to keep the team informed of company and/or customer news and team progress against KPIs.
Build strong relations with Territory Managers by sharing internal and external information, and acting as a key liaison for other areas of the business to provide a united service to customers.
To keep customers informed of the current status of their orders or answer any other queries that may rise at either the company’s or customer’s directive. To ensure a professional line is presented at all times, managing customer expectations as appropriate in line with the business priorities.
Continuous Improvement
Work with the team and other colleagues within the company to improve both team and cross-departmental relations, flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence program.
Qualities/Attributes
Ability to demonstrate how our core values will be applied in the workplace: Caring, Challenging, Trusted, Responsive and Tenacious.
Skills
Proficient in Microsoft Office and Excel.
Meticulous attention to detail.
A passion for delivering exceptional customer service.
Excellent written and verbal communication skills.
Ability to effectively manage your workload.
Working with Integrated Business Systems.
Experience
Exposure to a Manufacturing environment is desirable.
Experience in a fast-paced customer service role.
Strong leadership and interpersonal skills with the ability to motivate and support the team.
Qualifications
Educated to A level standard or equivalent experience.