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Job description

Role Overview:

This role is an integral part of the sales function, delivering excellent customer service and creating long term relationships with customers. Being the first port of call for both existing and new customers creating and managing a first class customer experience on behalf of the company.

Key Behaviours and Skills :

• Accurate data input and order entry experience
• Ideally some experience in export documentation
• Credit control process experience
• Logistics scheduling and liaising with third party haulage providers
• Excellent customer relationship building skills
• Experience and desire to multi skilling across varying departments to support the business
• Proactive approach to problem solving and providing appropriate customer solutions
• Proven track record in providing first class customer experience/communication
• ERP system
• Organised and able to prioritise
• Good level of spoken and written English skill
• MS office skills
• Telephone skills
• Strong administration skills
• Ability to create and build internal relationships
• Passion and desire to be part of an ambitious sales department

Key Responsibilities :

• Process both export and UK orders through our in-house system with a high degree of accuracy
• Monitor open orders to ensure goods are being despatched in line with customer lead times, troubleshooting issues as they arise
• Undertake general queries and complaint managing internal and customer expectation – communicating effectively
• Facilitate and complete export documentation as required
• Liaise in a timely manner with Finance where necessary for customer order release and to resolve open queries
• Logistics management – liaise with third party hauliers to ensure expectations and deadlines are being met
• Liaise with production/warehouse from order through to delivery ensuring SLA’s are to be met
• Proactively call customers in the event of stock shortages offering alternative solutions
• Basic account management of agreed customers, including but not limited to; -

- Service related queries and troubleshooting
- New customer contact
- General administrative tasks relating to the management of customer accounts
- Basic credit control tasks

• Receive and process complaints ensuring the resolutions are documented and communicated to both the customer and the Account Manager
• Ability to empathise with a customer and to take ownership of customer queries
• Liaise closely with Sales Director advising of customer trends/queries/complaints
• Escalate queries and communication where applicable requesting required documentation by deadline to be able to close customer queries effectively and within SLA
• Raise and send credit notes in line with company procedures
• Help to develop and maintain appropriate departmental procedures
• Perform all other duties as and when required in line with training and experience

Job Types: Full-time, Permanent

Salary: From £25,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Kettering, NN14 1FL: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have export experience?

Experience:

• Customer service: 2 years (required)

Work Location: One location

Reference ID: Customer Sales Advisor