Customer Service Representative

Markem-Imaje; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer satisfaction. In this role, you will manage customer orders, handle inquiries, and collaborate with various departments to ensure seamless operations. Your expertise in customer service will be pivotal in building loyalty and trust. Join a dynamic team where your contributions will directly impact customer experiences and drive business success. If you are passionate about delivering high-quality service and thrive in a collaborative environment, this is the perfect opportunity for you.

Qualifications

• Exceptional knowledge of customer service, experience in a similar role.
• Ability to manage multiple projects and follow procedures.

Responsibilities

• Process orders and customer queries efficiently.
• Handle logistic claims and ensure customer satisfaction.

Skills

Customer Service

Communication Skills

SAP

Salesforce

Problem Solving

Tools

SAP

Salesforce

Excel

Job description

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Talent Acquisition Partner (EMEA) at Markem Imaje

The Role:

As Customer Service Representative, you will undertake all aspects of the Customer Care activities and collaborate with functional departments throughout the distribution and supply chain operations and provide high customer service through efficient ordering and administration of customer queries, purchases and returns in line with M-I processes and procedures.

This role will work closely with Helpdesk, Planning, Account Managers and Supply Chain and will be acting as a representative for Markem-Imaje, which will create customer satisfaction and loyalty.

What you’ll do:

• Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers.
• Printer Sales and Demo Printer Orders - Entering orders in SAP, following up on delivery, coordinating communication between sales, the customer and planning. Support the digital implementation as B2B Customer Portal and Sales Order Automation.
• Frequently run SAP reports to ensure goods are progressed, blocked items investigated, and invoicing released for printers, spare parts and consumables. Transport follow-up check and overdue orders. Regulation follow-up. Handle special invoicing requests for customers.
• Logistic Claims - Processing logistic claims for damaged or missing items from customer deliveries and initiating resolution.
• AES Orders - Taking and processing exchange service orders, ensuring return of damaged stock as per contractual terms.
• Return and Repair Process - Taking and processing printer returns, ensuring repair and return to the customer within agreed timelines.
• Returns Handling - Managing returns process, coordination between Technical Services, Customer and Platform.
• Infosys sending (OEMs) - Coordinating and managing communications with customer invoices, following up on invoice queries.
• Acting as first point of contact in customer queries or following up invoiced orders.

What you need to have:

• Ability to communicate with internal and external customers in advisory capacity.
• Exceptional knowledge of customer service, experience in a similar role.
• Ability to technically assess situations and issues and proactively advise on solutions, approaching opportunities from a business perspective and not solely from a customer service viewpoint.
• Customer Care are the face of M-I to the customer and must act as professional experts in all touch points.
• Must be able to follow procedures and plan time for self and others.
• Ability to manage multiple projects.
• SAP and/or Salesforce experience is a plus.
• Basic Excel.

You’ll only be the right candidate if you are aligned to our values and culture:

• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you.

Location: Manchester, UK

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Automation Machinery Manufacturing, Appliances, Electrical, and Electronics Manufacturing, and Industrial Machinery Manufacturing

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