Customer Service Representative

Dover Corporation; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to enhance customer satisfaction through efficient order processing and support. In this dynamic role, you will be the face of the company, collaborating with various departments to ensure seamless operations in the distribution and supply chain. Your expertise in customer service will be crucial as you handle inquiries, manage returns, and ensure timely communication with customers. Join a team that values ethical standards, respect, and a results-driven approach, and be part of a culture that thrives on winning through customer success.

Qualifications

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

Responsibilities

• Process customer orders and provide high-quality customer service.
• Handle logistic claims and manage returns process efficiently.

Skills

Customer Service

Communication Skills

Problem Solving

SAP

Salesforce

Excel

Tools

SAP

Salesforce

Excel

Job description

Customer Service Representative

Location: Manchester, GB

Work Arrangement: Onsite

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

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:

1. Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers.
2. 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.
3. 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.
4. Logistic Claims - Processing logistic claims for damaged or missing items from customer deliveries and initiating resolution.
5. AES Orders - Taking and processing exchange service orders, ensuring return of damaged stock as per contractual terms.
6. Return and Repair Process - Taking and processing printer returns, ensuring repair and return to the customer within agreed timelines.
7. Returns Handling - Managing returns process, coordination between Technical Services, Customer and Platform.
8. Infosys sending (OEMs) - Coordinating and managing communications with customer invoices, following up on invoice queries.
9. Acting as first point of contact in customer queries or following up invoiced orders.

What you need to have:

1. Ability to communicate with internal and external customers in advisory capacity.
2. Exceptional knowledge of customer service, experience in a similar role.
3. 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.
4. Customer Care are the face of M-I to the customer and must act as professional experts in all touch points.
5. Must be able to follow procedures and plan time for self and others.
6. Ability to manage multiple projects.
7. SAP and/or Salesforce experience is a plus.
8. Basic Excel.

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

1. Winning through customers
2. High ethical standards, openness and trust
3. Expectations for results
4. 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

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.