Reed in Colchester are delighted to be supporting our local client seeking a dedicated and enthusiastic Customer Service Executive to join their team on a Temporary to Permanent basis.

In this role you will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that customer accounts might face with accuracy and efficiency.

Key Responsibilities:

Liaise closely with customers to ensure best in class customer service
Represent the customer on site and participation in customer forums, meetings, and conference calls
Work with manufacturing, logistic, technical, commercial, and quality teams to achieve service and delivery performance by effectively managing all aspects of internal and external customer relationships
Order to Cash Management: Ensure smooth receipt of orders for new and existing products into the Company systems and progress orders through the manufacturing process to satisfactory receipt of finished goods by the customer
Complete and maintain SLA’s (Service Level Agreements) for each customer to enable efficient management of all accounts
Manage the sales order books and stocks levels to achieve service targets in accordance with SLA’s
Support the creation and maintenance of item specifications
Support the product change process, including run out and obsolescence control
Ensure any slow-moving materials are invoiced and shipped to the customer within the agreed time frames
Be prepared to discuss with client and intervene when customer services need to escalate specific issues (eg; lead times, supply chain crisis, machine breakdowns etc)
Ensure art work origination and trials are invoiced Identifying and assess customers’ needs to achieve satisfaction
Analysing and responding appropriately to queries from customers via telephone and e-mail, working towards an appropriate solution
Chasing order placement, status and progress
Liaising with Sales / Billing and Technical departments regarding complex issues

Profile / Experience and Qualifications

Proficient in Microsoft Office Suite
Proven experience of providing high level customer service
Excellent communication skills
Computer proficiency in Microsoft Office
SAP system experience
Proven ability to implement customer change management processes
Logical and analytical approach to problem solving
General knowledge for exporting to EU
Ability to prioritise and work to strict deadlines
Experience of manufacturing processes is highly desirable
Excellent communications skills at all levels, both oral and written
Assertive behaviour allowing influencing through negotiation
Strong organisational and administrative ability working in a structured manner with close attention to detail
Demonstrate ability to work as part of a team and manage a busy workload
Flexibility and adaptability in an environment of continual change with a “can do” attitude
Able to analyse customer needs and recommend solutions with minimal supervision
Able to prioritise workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction
Able to deal with difficult clients/situations in patient & friendly manner
Experience in mediation and conflict resolution techniques
Data analysis experience

If you are Immediately availble and have the skills required to complete this post, please click APPLY!!!!