Customer Service Representatives

  • Location
    Wolverhampton, West Midlands
  • Job type
    Contractor
  • Industry
    Office and Secretarial
  • External Reference
    04012022
  • Category
    Sales & Retail - Customer Service Advisor

CUSTOMER SERVICE REPRESENTATIVE



THIS IS A LONG TERM ROLE WITH FULL TRAINING GIVEN.


WOLVERHAMPTON BASED / HYBRID WORKING



SUMMARY


This position is for a Customer Service professional within the Aftermarket Environment. This will entail responding to/hosting customer calls and inquiries to provide the customer with updates on their orderbook whilst ensuring smooth customer service operations. Highly motivated individual with background in decision making and taking responsibility. Ability to use own initiative. Operates with the highest level of personal integrity.



SAP experience is ideal, experience in this will be considered.



Your Responsibilities



  • Manage a portfolio of customer in the MRO or Spares as primary point of contact

  • Be responsible for enhancing customer information, communications, and documentation to improve service levels

  • Pro-actively work within a multi-disciplined team that meets Customer expectations and deadlines.

  • Work independently to confer with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, create and manage quotations and obtain or address customer complaints.

  • Schedule/Order management - Agree and manage customer delivery requirements with the Operational Team ensuring requirements and commitments are understood by all parties. This includes complex paperwork related to orders for specific Customer requirements (MOD doc, Export/End user etc.) and the order placement, amendments, quotations, expediting & release back to service.

  • Understand the operational contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met.

  • Use organization and product knowledge to address more difficult inquiries and provide follow up. Respond independently to call or emails to customers to provide follow-up on inquiries, deviating away from script.

  • Develop documentation and standard work to solve difficult customer issues / requests / complaints. Direct queries to appropriate department or personnel, as needed.

  • Monitor adherence to agreed schedules, manage customer expectations and issue regular status reports. Prepare and issue performance charts for key customers. Proactive identification of operational performance issues on quotes, orders, returns ensuring appropriate issues are escalated in timely manner

  • Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.

  • Report issues through QCPC (turn back procedure)

  • Resolve invoice queries to collect cash



Desirable



  • Good interpersonal and people management skills

  • Good presentation and communication skills

  • Able to empathetically communicate Customer expectations

  • Degree or equivalent qualification / University

  • Experience in SAP and Microsoft Office desirable.

  • Fluent English and possibly another European language

  • Able to undertake domestic and overseas travel as required (<10%)

  • SAP EXPERIENCE



Further Information



  • 12 months (potential long term depending on client)

  • Monday - Thurs 8am - 4.45pm and Friday 8am - 12pm (early finish!!)

  • Ongoing support and development

  • Training given if needed

  • Huge successful client

  • Hybrid working / Few days work from home



Please APPLY TODAY WITH AN UP TO DATE CV and someone will be in touch soon.


We aim to get through to as many candidates as possible, if we cannot for this role, we can keep you posted for future roles.












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To speak to a recruitment expert please contact Feisal Salemahamed