Customer Service Representative - Hoddesdon, United Kingdom - Xylem

Xylem

Verified Company

Hoddesdon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Summary:

To be responsible for processing Customer enquiries, orders and maintaining customer files; to be the focal point for returns and Customer Care Issues; maintain strong links to the Sales Managers and Product Mangers on sales trends and areas for development from a customer's perspective; to meet Customer service levels set by the business; this should include providing feedback to customers on missed scheduled dates in a proactive manner and responding to customer queries within agreed timescales.

Essential Duties/Principal Responsibilities:

Processing of customer orders and quotations, including scheduling shipment dates, and controlling the release of pick notes for the dispatch department.
To respond on all customer progress requests on orders responding within 24 hours.
Liaise with Inventory Planners about long lead time parts and shortages and special customer requirements to ensure an accurate request and scheduled date is on the customer orders.
Ensuring where customers are on hold or Cash In Advance that the correct request dates are allocated to the orders.
Create and maintain customer information files on computer database.
To work proactively with Logistics Department on the shipping of Customers Orders and freight/import enquires.
To attend if required a daily meeting between Logistics, Customer Services and Material Control department.
To hold regular Key Account Meetings with attendance of ASM & Product Management
To proactively maintain overdue order book and ensure timely release of allocated stock whenever possible after interface with the customer.
To be proactive in doing investigations into scheduled dates prior to order entry
Liaise with all relevant parties ensuring complaints/concerns receive quick solutions
Input of all credit notes where required for customers ensuring the correct levels of authorisation are met and reason codes included.
Administration of Distributor and OEM Warranty Claims and interface with Quality department where required.
Maintain company database on Customer Care Issues.
Administration of Customer Complaint process issue's including short shipments, pricing and stock returns. This includes updating data tables of errors and issues
Advising the Customer of the root cause of investigations, in a timely manner.
General Office administration.

Key Competencies:

Internal & External Customer Focus
Inspiring accountability takes ownership
Continuous improvement mindset
Solution focused
Crossboundary collaboration

Qualifications:

Education, Experience, Skills, Abilities, License/Certification:

Excellent communication skills
written and verbal
Experience in Customer facing or ideally customer services role
Experience of CRM systems
Exposure to pumps or manufacturing environment preferred
Pump Technical knowledge desirable or willingness to learn
Good level of numerical skills and high attention to detail
Ability to build effective professional relationships and a strong team player
Self motivated, conscientious and resilient
Intermediate IT literacy skills
Excel Intermediate level (cut and paste, sorting, filtering, reviewing)
Standard weekly job hours:_ Monday to Thursday: 9:00am to 5:00pm; Friday: 9:00am to 4:45pm (*Flexitime available)
Other local requirement: _ESH Responsibilities:_
Follow all ESH policies and procedures
Take responsibility for your own safety & watch out for the safety of coworkers and cooperate with employer on ESH matters
Immediately report hazards, near misses and unsafe behaviours to your supervisor

Participate in safety related activities as appropriate i.e. risk assessment process / audits