Job role and scope

You will be an integral part of a small customer-focused team within the Commercial function which supports a wide and varied customer base in our capacity as a contract manufacturer. You will be responsible for dealing with all customer orders and queries by phone or into the customer service inbox. You will liaise with the customer on status of orders and work collaboratively with the relevant Account Manager, Supply Chain, Quality, Production and Warehouse contacts to ensure that customer requirements are met and agreed OTIF levels are maintained.

Main responsibilities

Respond to customer e-mails in a timely manner
Process customer orders within the inhouse ERP ordering system (QX by Openda)
For your assigned customer accounts, develop a good understanding of their requirements and strong working rapport with key customer contacts
Review stock availability against orders, and flag any shortage or delays
Book couriers and provide quotes for carriage charges
Process return requests within the system
Raise any quality concerns or NCRs with the quality team
Provide despatch information and regular delivery updates to customers
Answer any incoming calls to the company
Greet and check-in visitors on arrival to site.

Skills, knowledge & experience

ü Experience working in a busy customer-facing office within manufacturing

ü Commitment and desire to provide exceptional levels of customer service

ü Good communication and interpersonal skills - confident on the phone

ü Good computer literacy - proficiency in MS Office (Outlook, Word & Excel). Previous experience of using an ERP or stock management system would be preferred

ü Ability to work with and prioritise multiple tasks

ü Willingness to ask questions, identify issues and suggest ideas for improvement.

Values and behaviours

o Customer focus - Go above and beyond to support the needs of the customer

o Quality - Carry out all administrative tasks with accuracy and ensuring good quality data

o Integrity and honesty - Do what you say you will do and following up with queries

o Ownership - Take accountability for mistakes and problems; seeking to resolve with others

o Valuing people - Treat others with care, respect, and integrity

o Teamwork - Work well with others no matter their job title, department, or status

o Effective communication - Confidently communicate both verbally and in writing.

Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy