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Job description

Reporting to the Customer Service Team Leader

Principal Purpose

To provide internal support to key accounts within the Wilsonart business. Working with the account managers to provide professional support to the customer and be the day to day go to person for the account for orders, active sales and promotions and samples.

Be the day-to-day contact for all customer accounts. To validate orders for customers ensuring they are accurate. Maintain and report on opportunities and sales for customers

To delight the customer with responses to their needs quickly and accurately. To ensure the customer has a positive experience in dealing with Wilsonart.

Principal Elements

• Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
• Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
• Working closely with the planning teams ensuring order intake is achievable based on production capacities.
• Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
• Provide Administration support in reporting to customers on a weekly basis
• Managing email queries, email inboxes and post
• Receiving Inbound calls from End users looking for product and installation advice advising accordingly
• Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
• Promoting the desired business culture, business ethics and business initiative
• Adhere to company rules and regulations
• Other duties as reasonably assigned by your manager
• Job Context/ Key Challenges
• Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value
• Supporting systems development
• Knowledge and Experience Key attributes:

Essential:

• Previous Customer Service Experience, particularly within a manufacturing environment.
• IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
• Strong planning and organizations skills
• Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:

• Knowledge of Epicor or SAP.

Qualifications:

• The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths, ideally Level 3+ qualifications
• Candidates should also be highly computer literate, with experience of using Microsoft Software and ERP packages and must have excellent communication skills, both verbal and written.

Job Type: Full-time

Salary: £22,000.00-£25,000.00 per year

Benefits:

• Company car
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Wellingborough: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service : 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 30/06/2023
Reference ID: Customer Service Co-Ordinator