Customer Service Advisor
Our client is Europe's leading corrugated packaging company and one of the leading paper-based packaging companies in the world - an industry leader with 46,000 employees globally, 350 production sites around the world, with locations in 23 countries in Europe and 13 countries in the Americas.
People are at the heart of this organisation and they are constantly working towards creating a fully inclusive working environment where people from all backgrounds are free to be themselves and succeed. Diversity makes sense for them, for their customers and for their future. They value different perspectives, skills and experiences, and welcome applications from all sections of their communities.
This Company is
A Disability Confident Employer and guarantee an interview to candidates who meet their essential criteria.Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for their valued colleagues.
They have an exciting opportunity and are looking for a Customer Service Advisor to join their internal sales team in Diss, Norfolk.
Reporting to the Customer Services Team leader, this is a full-time post working 8:30am to 5.00pm each day.
The successful candidate will need to be driven to provide a comprehensive front-line service to deal with customer queries in a responsive and professional manner to provide the best possible customer service and represent the Company positively.
Key responsibilities will include:
Dealing with customer calls as the first point of contact, ensuring the best possible customer service is provided at all timesProcessing customer orders in a timely manner in line with key performance indicatorsProcessing customer complaints in line with business processes and ensuring customers are kept up to dateDeveloping strong professional relationships with customers and colleagues alikeIdentifying opportunities to enhance the customer experience by making service improvement recommendationsWorking proactively with customers/potential customers to generate leads and enquiries in conjunction with the Business Development ManagersManage stocks against agreed levels to ensure balance between OTIF levels, production capacity and aged stockCompliance with company’s Health and Safety requirementsTimely management of processing of new order tooling requirements and specification check sheets to ensure orders are correct to customer needs and meet the required timeframesWork with other departments to develop efficient delivery of customer service requirementsWill need to be able to cover work carried out by the New Business Team to provide support on an ad-hoc basis. This will include provision of quotations and some commercial decision making
To be successful in this role, candidates will need to demonstrate:
Excellent communication skills both oral and written communication skills with a high level of numeracyA passion for customer care, developing good, productive working relationships with internal and external customersBeing able to work as part of a team as well as on their own initiativeGood organisational skills and an understanding of process and procedures throughout other departments encompassing the full product lifecycleHigh levels of accuracy with data entryGood understanding of computer systems including Microsoft Excel and other Office productsAn ability to make decisions in line with current business processesAn ability to act with integrity and take ownership of customer service issues through to resolutionAble to remain calm under pressure and be confident in challenging situationsAbility to challenge existing processes for the benefit of the Company the customer and where feasible implementation solutions
In return, our client offers:
A competitive annual salary
25 days' holiday, plus bank holidays
Workplace pension
Regular bespoke training
A quarterly recognition scheme
Employee Assistance Programme
Customer Service Advisors are crucial to the success of their business.
The closing date for applications is 2nd April 2023.