Customer Service Advisor - Newcastle upon Tyne, United Kingdom - IPS Corporation

IPS Corporation
IPS Corporation
Verified Company
Newcastle upon Tyne, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Customer Service Advisor


Job Location:
Newcastle upon Tyne, United Kingdom


Reports to:
Customer Service Manager, IPSA Europe


About the Company:

IPS Adhesives (IPSA) is a global supplier of adhesive and related solutions to a wide variety of markets.

For over 65 years, we've invested in innovation that provides uniquely specialized bonding solutions that are shaping the future of leading-edge assembly and construction design.

Our brands are trusted worldwide by kitchen, bedroom and bathroom fitters, sign and display assembly operations, structural partners working in transportation, construction, boat building, and more.

Through these innovative performance and environmentally conscious-led solutions, we believe we can also help improve the lives of people working in these industries for generations to come.


Reporting to the Customer Service Manager, IPSA Europe, the Customer Service Advisor is responsible for ensuring our customers receive a world class customer experience.

They are the internal customer champion who ensures that our customers' needs are met in a manner that exceeds their expectations.

Being the voice of customer is their priority to ensure that we are continually monitoring and improving our customer service levels.

This includes the completion of the following tasks;

  • On receipt of sales orders' they are checked for accuracy of content, based on product availability and lead times, before processing
  • Maintenance of sales orders inbox
  • Maintain accurate, pricing information and up to date lead times and any relevant delivery conditions
  • Book delivery time slots and create delivery manifests
  • Analyse, identify and report variations/trends of existing customers
  • Build sustainable relationships of trust with customers through open and interactive communication
  • Maintain effective customer engagement, from enquiry through to delivery, complying with all KPIs, with emphasis placed on 'on time in full'
  • Manage complaints, including nonconformances, and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution is to a satisfactory standard, including replacement stocks, credit notes, etc
  • Provide accurate, valid and complete information
  • Provide technical advice, where needed, in relation to product capabilities, working with the buying and quality teams as applicable
  • Book in deliveries, with pallet count
  • Provide delivery manifests for key accounts
  • Manage Amazon Vendor Central and ASN processing
  • Maintain EDI orders (HB)
  • Post invoices on EDI


  • Update portals

  • Hafele, Screwfix, Axminster, Selco
  • Collate data and provide monthly customer/item variation reports and other adhoc reports as required
  • Assist customers with account management, including setting up new accounts
  • Work with planning, purchasing and warehouse teams to ensure stock is available for order fulfilment
  • Track shipments for all customers e.g. TNT, DPD, Pallet ways
  • Inform export customers of estimated time of arrival when sending export confirmation
  • Receive instruction and complete internal NPI for new products, including creation of new barcodes
  • Completion of general office administration duties
  • Understand contract agreements with customers and suppliers
  • Maintenance of agreements, updating as required
  • Active participant in Lean/ Continuous improvement objectives
The duties and responsibilities highlighted in this Job Description are indicative and may vary over time.

Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post.


Education and/or Work Experience Requirements:


  • Educated to A level standard, or equivalent, preferably holding NVQ level certification in customer service
  • At least 3 years' experience working in a customer service environment, which includes handling export customers
  • Experience of working in a manufacturing / distribution environment preferred
  • Confident in both verbal and written communications
  • Experience of key stakeholder management
  • Understanding of coatings / adhesives an advantage
  • Able to work collaboratively as part of a busy customer service team and wider operations team
  • Comfortable challenging internal stakeholders, when required, to achieve customer fulfillment
  • Experience of managing conflicting deadlines and able to prioritize accordingly
  • Experience of working with, and in an environment, with Lean methodologies
  • Fully IT conversant and able to interact accordingly, using a variety of platforms and systems

Key Competencies:


  • Critical thinking and problem solving skills
  • Planning and organising
  • Decisionmaking
  • Communication skills
  • Persuasiveness
  • Team work
  • Conflict management,
  • Adaptability
  • Stress tolerance
  • Time Management
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