Customer Service Representative - Newport, United Kingdom - BBI Group

BBI Group
BBI Group
Verified Company
Newport, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

he BBI Group aim to create a world where everyone has the opportunity for a better quality of life. We have served the global diagnostics industry for over 50 years and due to our continued growth, we are seeking a Customer Service Representative to join our team. This is a permanent, full-time position based at our site in Crumlin.

Role Overview:


As a Customer Service Representative, you will require the ability to listen, empathise and inspire confidence as you provide advice to our external customers and internal departments.

You will support the triage function for all customer related queries such as but not limited to; orders, delivery queries, product queries, account status, technical product assistance and complaints.

You will be integral in supporting the UK based, Global Head of Customer Service.


This multi-skilled role will require you have substantial experience in Sage ERP (200), Sales Order Processing, Customer enquiry handling, working with a varied product portfolio potentially working with regulatory import/export product management post Brexit and dealing with a remote Sales Team.


You will be familiar to working with SLA's (Service Level Agreements), enthusiastic and an excellent and confident communicator when dealing with existing and new customers.

You must be able to work closely as part of a team in a busy, open plan office. You must be able to work well under pressure and multi-task with ease.


You will ensure that the customer journey is a smooth process and one that a Customer will want to repeat.

You will aspire to build sustainable relationships with our customers both externally and internally, who value your professionalism.


We require German Language skills at level C1 or above

Role Requirements
Key responsibilities will include but are not limited to:
Salesforce CRM

  • Ensure that all team members are meeting the SLA's. Utilising within Salesforce, 'Service cloud' as the main communications tool to triage and record customer information.
Supporting Head of Customer Services

  • You will be integral in supporting the Head of Customer Services deliver a new customer services offering at BBI.
  • Be a point of contact for escalation to the Head of Customer services.
Customer Services Triage Provided to all

  • Be the first point of contact for our internal and external customers. Triage and direct customer queries to the relevant teams i.e. sales executives, account managers, technical support.
  • Monitor the response of all enquiries meet the SLA in replying to all customer related queries.
Sales Order Triage.

  • Inspect all customer orders for 100% accuracy before they are passed for sales order processing. Any issues raised upon inspection are to be addressed and corrected
  • Ensure that all customer orders are acknowledged within the company SLA and that a delivery date is communicated to the customer.
  • Communicate and changes to these dates to the customer and the account manager.
Customer Account Triage

  • Working with the customer and the credit controller to ensure that their customer accounts remain in good working order.
Stock Availability

  • Facilitate the confirmation of stock availability and reserve stock where relevant for customers.
Customer Services

  • Attend weekly production meetings and communicate any changes to the customer and the account manager
    s:
  • Be the first contact point for our external and internal customers. Triage and direct customer queries to the relevant teams i.e. Sales Executives, Acct Managers, Technical Support
  • Monitor the response of all enquires we meet the SLA in replying to all customer related queries within the agreed SLA's
  • Provide clear and accurate responses to customer queries (e.g., stock availability requests, quote requests, orders, product documentation, shipping status.)
  • Facilitate the creation of new customer or requested amendments to customer
  • Support the creation of new customer accounts.
  • Provide first tier technical information on all products by forwarding the calls to our technical support person or the sales team.
Sales Order Processing

Process new or amendment requests for customer orders using Sage ERP

  • Process all sale orders and proforma invoices from BBI Solutions sites in accordance with procedure
  • All orders are to be issued with a receipt acknowledgment and processed with two working days of receipt
  • Meet the company set minimum KPI order rate for each day
  • Raise credit and stock returns.
Compliance - Complaint & Non-Conformance Handling

  • Receipt of Customer Complaints following the company procedure, acting as their case handler through the process.
  • Facilitate the processing of complaints and nonconformance for the Sales team and customer services team. Provide weekly updates on KPI's relating to the status of complaints to the Global Head of Customer Services
  • Work with the multiple Quality Teams to facilitate the completion of Supply Quality Questionn
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