Customer Service Representative

 

Main characteristics

Location

Oxfordshire

Company

Lucy Group Ltd.

Employment type

Permanent

Category

Other

Job summary

Job Title: Customer Service Representative

Business Area: Lucy Electric UK Ltd

Location: Thame

Job Purpose

Customer interface from receipt of order to delivery managing complex orders with time critical delivery requirements and varied contractual obligations. Liaising with all relevant stakeholders to meet customer deadlines and internal business targets, providing exceptional customer service at all times.

Job Context

Working as part of the customer service team providing excellent support to both internal and external customers.

Job Dimensions

The role will be based at Thame, travel within the UK may be required from time to time.

Key Accountabilities

These will include:

Managing customer orders: entering information into AX in line with current processes and procedures (such as on time in full [OTIF] and invoice and store processes), working to support the implementation of these and other relevant procedures within the team.
Work closely with all relevant areas internally to establish order requirements and coordinate the contact review process for complex customer orders taking into account varying terms and conditions.
Manage the end-to-end order process taking ownership of the order, engaging regularly with the customer, and working with internal teams through design, engineering and build stages to problem solve any potential issues in achieving the customer requirements.
Order all equipment required to complete customer orders liaising with logistics and manufacturing globally to establish completion and delivery dates whilst engaging with the customer to ensure expectations are managed throughout and driving them to provide firm and accurate delivery dates.
Manage all financial aspects, ensuring that advanced or staged payments are achieved, and payment delays avoided
Proactively engage with the SIOP (sales and operations planning) process ensuring that the order book is monitored and maintained in line with internal targets, documenting changes and providing weekly updates on progress and order files fully reflect the current situation.
Take ownership of any and all queries from the customer, supporting them through to resolution, collating information from elsewhere in the business when necessary
Build and maintain customer and internal relationships by attending customer meetings if required or coordinating internal meetings, as necessary, where you act as the face of the customer
Design and maintain open order, on time delivery and invoicing reports to meet individual customer requirements and internal KPIs (key performance indicators)
Work with the relevant department, providing information and support where necessary, for customer support incidents to be logged and resolved. Helping to ensure all incidents are followed through to a satisfactory close
Gain an understanding and awareness of all other elements covered by the Customer Service team (including Shipping & Logistics Coordinator role), working to develop your role sufficiently to provide cover when needed
Drive improvements in customer satisfaction through the continual review of processes and procedures, helping to provide training to new and existing members
Other ad hoc duties in relation to the department as required providing cover to the Shipping & Logistics Coordinator during busy / holiday periodsQualifications, Experience and Skills

Minimum Qualifications, Knowledge and Experience

Experience of working in a busy office environment
Customer Service skills
Problem solving
Education to A levelBehavioural Competencies

IT literate & confident user of Microsoft Office including EXCEL
Excellent communication and interpersonal skills at all levels, both written and verbal
Must be able to work independently
Ability to work to tight deadlines
Ability to demonstrate effective team working
Able to prioritise workload