Call Centre / CustomerService

Lucy Electric – Customer Services Representative

Full Time

Job Title: Customer Service Representative

Business Area: Lucy Electric UK

Location: Thame

Job Purpose

Customer interface from receipt of order to delivery, managing complex customer orders with time critical delivery requirements and varied contractual obligations. Coordinate and progress through all internal departments to meet and exceed customer expectations, meet customer deadlines, internal business targets and always provide exceptional customer service.

Job Dimensions

This role will be based at Lucy Thame in the UK, travel within the UK may be required.

Key Accountabilities

Receive complex customer orders, and contracts, and manage the internal contract review process through to a successful conclusion
Identify and monitor terms and conditions of the order / contract, resolving, highlighting and escalating within the business as required
Ensure that all elements of the order or contract are identified and achieved
Manage the end to end order process taking ownership of the order, engaging regularly with the customer, and working with internal teams to problem solve any potential issues in achieving the customer requirements
Ensure orders are entered onto AX in line with on time in full (OTIF) and invoice and store processes and procedures, working to support the implementation of these and other relevant procedures within the team
Understand and mitigate risk throughout the process, following defined escalation channels to highlight delivery delays or shortages, ensure that critical delivery dates are achieved
Proactively engage with global manufacturing and sales operations as part of the SIOP (sales and operations planning) process ensuring that the order book is monitored and maintained in line with internal targets, documenting changes and providing weekly updates on progress
Manage financial aspects of the orders / contract ensuring that advanced or staged payments are achieved, and payment delays avoided
Work with the sales team to understand forecast and pipeline order probability and requirements, updating the sales team with any issues that may potentially impact the supply of forecast orders.
Consolidate delivery dates and drive customers to provide firm and accurate delivery forecasts
Take ownership of all queries from the customer and supporting them through to resolution
Ongoing maintenance of framework contracts carrying out price reviews, updating customers, working with production on stock holding requirements, attending customer meetings, and initiating new contracts once received
Attend and actively participate in production and operations planning meetings identifying priorities, troubleshooting, and problem solving.
Manage customer changes, documenting and implementing accordingly
Provide open order, on time delivery, and invoicing reports to meet individual customer requirements and internal KPI’s (key performance indicators)
Work with the Logistics & Shipping Coordinator to ensure that all customer orders, UK and rest of world, are dispatched in line with customer requirements including any letters of credit or export documentation.
Build and maintain customer relationships
Drive improvements in customer satisfaction through the continual review of processes and procedures working with colleagues to demonstrate exceptional customer service values

Job Context

To undertake any other duties and responsibilities as required / instructed in order to maintain and / or improve the efficiency, quality and service provided by the Customer Services Department.

Health & Safety – adherence to all Company Health & Safety Policies, Procedures and Safe Working Practices.

Qualifications, Experience & Skills

Experience & Knowledge

Experience of working in a busy office environment
Customer Service skills
Problem solving
Working knowledge of export / import procedures & requirements (Desirable)Qualifications

Education to A Level (or equivalent)

Skills

IT literate & confident user of Microsoft Office including EXCEL

Excellent communication and interpersonal skills at all levels, both written and verbal
Must be able to work independently
Ability to work to tight deadlines
Ability to demonstrate effective team working
Able to prioritise workload effectively
Attention to detailPerson specification / competencies

Confident

Highly organised
Able to make decisions and prioritise
Pro active