Customer Facing & Order Management Representative

Essity; Dunstable; On-site; GBP 24,000 - 29,000; Full time

Job summary

Essity in the United Kingdom is seeking a customer service professional to be the main contact for NHS and B2B customers, delivering a stress-free, seamless experience and aiming for first-call resolution.

You will support sales and marketing teams, handle orders through the order-to-billing cycle, use CRM systems and SAP when needed, and proactively improve the customer experience through timely, accurate responses.

Qualifications

• Experience in customer service handling enquiries, complaints and requests.
• Familiarity with CRM systems for tracking interactions and orders.
• Good communication skills and customer focus.
• Proficiency in English.

Responsibilities

• Serve as main contact for customers and Sales & Marketing teams, aiming for first call resolution.
• Provide timely and effective administrative support, ensuring excellent customer experience.
• Manage customer requests and queries in collaboration with sales representatives.
• Interact with service specialists for deeper knowledge and further investigation when needed.
• Proactively manage exception-based tasks to enhance the customer experience.
• Maintain close relationship with sales representatives to jointly manage customer requests and queries.
• Utilise a case handling platform to manage exception-based tasks and enhance the customer experience.
• Leverage the service specialist network to provide an excellent customer experience.
• Ensure high query resolution proactivity and speed with 360° visibility of all customer interactions.
• Support sales in providing full visibility on customer interactions.
• Execute order to billing process tasks and identify opportunities to optimise order to billing activities.

Skills

Customer focus

Order processing

Team collaboration

Time management

Adaptability

Conflict resolution

Continuous improvement

Tools

SAP

CRM systems

Microsoft Word

Microsoft Excel

Outlook

MS Teams

Co-Pilot

Job description

Are you passionate about delivering exceptional customer service? Our mission is to expertly handle the needs of our TENA customers, including the NHS, ensuring a stress-free, seamless experience while maintaining high levels of service. Join us in our journey of providing first-class customer support and making a positive difference in people's lives. What You Will Do

• Serve as the main point of contact for customers and Sales & Marketing teams, aiming for first call resolution.
• Provide timely and effective administrative support, ensuring excellent customer experience.
• Manage customer requests and queries in collaboration with sales representatives.
• Interact with service specialists for deeper knowledge and further investigation when needed.
• Proactively manage exception-based tasks to enhance the customer experience.
• Maintain a close relationship with sales representatives to jointly manage customer requests and queries.
• Utilise a case handling platform to manage exception-based tasks and enhance the customer experience.
• Leverage the service specialist network to provide an excellent customer experience.
• Ensure high query resolution proactivity and speed with 360° visibility of all customer interactions.
• Support sales in providing full visibility on customer interactions.
• Execute order to billing process tasks and identify opportunities to optimise order to billing activities.
  Previous experience in a Business-to-Business Customer Service environment is advantageous.
• Confident user of Microsoft Packages (Word, Excel, Outlook, MS Teams, Co-Pilot).
• Natural ability to form relationships and network effectively.
• Well-organised, able to prioritise workloads, and comfortable with interruptions.
• Emotionally controlled with self-awareness.
• Focused on delivering high levels of customer service and meeting commitments.
• Not fearful of complex problems and willing to go the extra mile to solve them.
• Experience with SAP is desirable.

Required Experience & Competencies

• Experience in customer service, handling enquiries, complaints, and requests effectively.
• Familiarity with CRM systems for efficient tracking of customer interactions and orders.
• Strong customer focus, efficient order processing, team collaboration, time management, adaptability, conflict resolution, and continuous improvement mindset.
• Good communication skills.
• Proficiency in English.