Job Specification

POSITION: Customer Advisor

LOCATION: Bodelwyddan

HOURS: Monday - Friday

SALARY: £18,360p/a

REF: VR/00921

Job Description

Our client is looking for a Customer Advisor who will work between other departments within the company. The main activity is to make sure that everyone is working accordingly to the latest information provided by customers, internal system (EDI) and maintaining customers satisfaction as high as possible. We work differently from standard customer service roles because we are more data oriented due to the type of customers and products sold.

In order to be able to proficiently deal with this role it is necessary to have a strong mind-set, good relational skill (in/out company) and to be able to deal with a fast-paced environment.

Responsibilities

• Order Processing for emailed, faxed, Tooling/Prototype or inter-company orders (all non-EDI orders)
• EDI Order Processing / system check / system clean-up / analysis of forecast and customers demands
• Tracking of customers orders progress and send updates on delays to customers proactively;
• Interrogation of the information system for delivery, quantity and quality issues;
• Keep records of delivery performance and generic satisfaction level of customer portfolio;
• Validation of information with all departments involved before communication to customer (when needed e.g. fast moving situation);
• Communication of order status to customer via telephone and e-mail;
• Reporting of issues and risks to sales, quality, dispatch and technical department;
• Identify and assess customers needs to achieve satisfaction;
• Build sustainable relationships of trust through open and interactive communication;
• Provide accurate, valid and complete information by using the right methods/tools
• Raise delivery notes in support to dispatch department when needed;
• Invoice customers, send invoices (post/email) and chase payments in case needed;
• Verify periodically with sales customers trade agreements, price list, requirement;
• Keep the system updated with all relevant information about customer (trade agreements, price list, requirements);
• Built up a CMR with all the relevant information about customers personal portfolio.
• Process sample order to customers or other company branches;
• Follow-up along sales of quotations, specific projects and any specific activity related to customers;
• Follow-up tickets and internal request to other departments;
• Verification with customers and company of express shipment requests;
• Main point of contact between different departments (technical, supply chain, finance, planning, quality) and therefore among the main task there is that of keeping internal communication on issues active;
• Keep track of transport cost (both standard and express);
• Meeting with customers (call / visit to our company / exhibition's)
• Check level of item stock before dispatch, in case stock is not available check internally with planning and return to the customer. When material is available proceed with giving instruction to warehouse for dispatch;
• The detailed duties and responsibilities may vary in accordance with the work/business demands and development of the department.

Please call Nicola for more information on 0151 347111 or register your details on our website www.hrgo.co.uk/register-new