Customer Service Representative

Infuse Financial; Derby; On-site; GBP 27,000 - 28,000; Full time

Job summary

Infuse Financial, a leading supplier of printed flexible packaging solutions, is seeking a Customer Support Representative. In this role, you will be responsible for proactive internal coordination, managing customer inquiries, and ensuring seamless communication between customers and production teams. The ideal candidate will demonstrate strong organizational skills, proficiency in IT, and a proactive attitude, with the aim of delivering high-quality customer service.

Qualifications

• Essential commercial or office-based experience.
• Proficient in IT applications, particularly Word and Excel.
• Strong organizational skills and high attention to detail.

Responsibilities

• Provide proactive internal coordination and serve as a point of contact for customers.
• Maintain relationships with customers and ensure accurate information transmission.
• Coordinate and distribute information effectively both internally and externally.

Skills

Commercial or office-based experience

Proficiency in IT

Confident and proactive attitude

High accuracy and attention to detail

Strong organizational skills

Ability to work under pressure

Ability to work independently

Professional team player

Job description

Company Profile

The company is a leading supplier of printed flexible packaging solutions. They are currently seeking a Customer Support Representative to join their team.

Title:

Customer Support Representative

Salary:

£27,000 - £28,000

Role and Responsibilities

Provide proactive internal coordination and serve as a point of contact for customers. Build and maintain relationships with existing and new customers. Ensure accuracy when sending information to customers and raising sales orders and production documentation.

Key Accountabilities

1. Develop close relationships with customers, providing a professional first point of contact, fostering confidence in the information received and the business.
2. Ensure seamless supply and production throughout the sales order and production process, ensuring orders are received on time and in full.
3. Maintain proactive contact and account management, aiming to resolve issues within 24-48 hours with regular updates to the customer.
4. Coordinate and distribute information effectively both internally and externally.
5. Facilitate all customer inquiries proactively, liaising with customers and the production team to ensure positive outcomes, enabling the external sales team to focus on sales growth and new business.
6. Manage and maintain customer forward usage data to enable purchasing to maintain adequate raw material availability.
7. Enter sales orders within 24 hours of receipt, following the Sales Order Processing Flow Chart to ensure accuracy and efficiency.
8. Support the external sales team and customers with trials, ensuring they are raised in Radius as TRIALS.
9. Address customer complaints immediately upon receipt, informing the Customer Service Manager and Quality and Compliance Manager, and liaising with relevant departments for investigation.
10. Manage redundant customer designs by reviewing the aged plate report at least every 3 months, working with the customer, Production Manager, and Proofing department for disposal.
11. Liaise with Purchasing and Planning on all orders and inquiries to ensure material availability, especially for non-stock materials.
12. Raise job packs for production 5 days in advance, ensuring all information is correct and available for production, and managing urgent jobs scheduled within 48 hours.
13. Support team members to ensure high-quality customer service and administration for all customers, fostering team collaboration.

Skills and Experience

1. Commercial or office-based experience is essential.
2. Proficiency in IT, especially Word and Excel.
3. Confident and proactive attitude.
4. High accuracy and attention to detail.
5. Strong organizational skills.
6. Ability to work under pressure and meet deadlines.
7. Ability to work independently and as part of a team.
8. Professional, highly organized, articulate, self-motivated, customer-facing team player.