Customer Service Executive

Reed in Colchester are delighted to be supporting our local client seeking a dedicated and enthusiastic Customer Service Executive to join their team on a Temporary to Permanent basis.

In this role you will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that customer accounts might face with accuracy and efficiency.

Key Responsibilities:

• Liaise closely with customers to ensure best in class customer service
• Represent the customer on site and participation in customer forums, meetings, and conference calls
• Work with manufacturing, logistic, technical, commercial, and quality teams to achieve service and delivery performance by effectively managing all aspects of internal and external customer relationships
• Order to Cash Management: Ensure smooth receipt of orders for new and existing products into the Company systems and progress orders through the manufacturing process to satisfactory receipt of finished goods by the customer
• Complete and maintain SLA’s (Service Level Agreements) for each customer to enable efficient management of all accounts
• Manage the sales order books and stocks levels to achieve service targets in accordance with SLA’s
• Support the creation and maintenance of item specifications
• Support the product change process, including run out and obsolescence control
• Ensure any slow-moving materials are invoiced and shipped to the customer within the agreed time frames
• Be prepared to discuss with client and intervene when customer services need to escalate specific issues (eg; lead times, supply chain crisis, machine breakdowns etc)
• Ensure art work origination and trials are invoiced Identifying and assess customers’ needs to achieve satisfaction
• Analysing and responding appropriately to queries from customers via telephone and e-mail, working towards an appropriate solution
• Chasing order placement, status and progress
• Liaising with Sales / Billing and Technical departments regarding complex issues 

Profile / Experience and Qualifications

• Proficient in Microsoft Office Suite
• Proven experience of providing high level customer service
• Excellent communication skills
• Computer proficiency in Microsoft Office
• SAP system experience
• Proven ability to implement customer change management processes
• Logical and analytical approach to problem solving
• General knowledge for exporting to EU
• Ability to prioritise and work to strict deadlines
• Experience of manufacturing processes is highly desirable
• Excellent communications skills at all levels, both oral and written
• Assertive behaviour allowing influencing through negotiation
• Strong organisational and administrative ability working in a structured manner with close attention to detail
• Demonstrate ability to work as part of a team and manage a busy workload
• Flexibility and adaptability in an environment of continual change with a “can do” attitude
• Able to analyse customer needs and recommend solutions with minimal supervision
• Able to prioritise workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction
• Able to deal with difficult clients/situations in patient & friendly manner
• Experience in mediation and conflict resolution techniques
• Data analysis experience

If you are Immediately availble and have the skills required to complete this post, please click APPLY!!!!