KEY RESPONSIBILITIES
● *** point of contact for all customer requests, respond to customers within SLA gathering the necessary input from colleagues to give the customer the information they need.

● Managing & overseeing successful, prompt quote handling and customer deliveries
● Identifying any challenges to orders being on time & collaborate with colleagues to resolve
● Confirming and sending delivery instructions
● Proactive communication to keep customers informed
● Build strong relationship with customer to understand their needs
● Takes ownership of challenges to ensure we deliver as promised to the customer, collaborating with colleagues being the voice of the customers.

● Log claims, complaints and internal non-conformances and liaise with colleagues to find root cause of issue and identify rapid resolutions and challenge for preventative measures & CI
● Challenge processes to ensure we constantly improve CX
● Processing Customer Orders and Notification Entry ensuring all details entered correctly
● In depth knowledge of our systems, processes, products and knowledge of which colleague responsibilities to ensure a seamless service for our customers
● Support and buddy with newer team members to help with queries and share best practice and knowledge
● Dedicated support to our VIP customers to ensure all their needs are met.
Education
● Degree educated or equivalent through relevant experience
Competencies
● Fluent in English, written and spoken
● Computer skills; MS office basics, G-suite and ERP system (SAP & SalesForce) knowledge is an asset
● Team player, interpersonal skills
● Customer focussed
● Problem solver
● Professional and structured
● Patience and empathy
● Organised, efficient with strong time management skills