Customer Service Representative

MTrec Ltd Commercial; Newton Aycliffe; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Immediate start date available

Contract extension potential

Weekday working hours

Friendly working environment

Easily accessible offices

Training and support available

Job summary

MTrec Commercial is recruiting a Customer Service Representative for a full-time role. The contract initially runs for 3 months with potential to extend by a further 8 months. You will provide timely support to customers, manage orders, and liaise with manufacturing and logistics to meet targets.

The position requires a proven Customer Service background in a manufacturing environment, plus strong communication skills and proficiency in MS Word/Excel; SAP experience is a plus.

Qualifications

• Proven track record in a Customer Service role within manufacturing or engineering sectors.
• Strong verbal and written communication skills, able to respond promptly to customers.
• Proficient with Microsoft Word and Excel; SAP experience preferred but not essential.

Responsibilities

• Provide service to customers, including status updates on orders and deliveries.
• Proactively contact customers to adjust manufacturing and shipping schedules.
• Communicate reasons for changes and update customers accordingly.
• Coordinate with scheduling to expedite deliveries in emergencies.
• Investigate problems and gather information to resolve issues promptly.
• Collaborate with internal teams to exceed customer expectations.

Skills

Verbal communication

Written communication

MS Word

MS Excel

Education

GCSEs

Tools

SAP

Job description

Rewards & Benefits;

• Immediate start date available
• Opportunity for the contract to be extended for a further 8 months!
• Monday – Friday working hours promoting a healthy work/life balance
• Friendly and supportive working environment
• Easily accessible offices
• Excellent training and support available

Working Hours;

• Monday – Friday 8am – 4pm (40hrs a week)

The Company you will be working with;

MTrec Commercial are proudly representing our industry leading client on their search to appoint an experienced Customer Service Representative on a full-time basis.

The contract will be for initially 3 months with the view of a further 8 months extension!

The Role you will be doing;

The Customer Service Representative is responsible for internally providing timely support for customers in a manner that will ensure the achievement of service, profit, and growth objectives for the Company.

Responsibilities:

• Provide service to the Company’s customers, including:
• Supplies timely information to customers and others concerning the status of orders, deliveries, lead times, and freight coordination.
• Proactively contacts customers to arrange changes in manufacturing and shipping schedules
• Clearly communicates reasons for changes in the schedule and updates customers as needed.
• Coordinates with scheduling to expedite the delivery of products in emergency situations.
• Thoroughly investigates problems and gathers all pertinent information in order to reply tactfully to customers, ensuring a satisfactory and timely resolution.
• Monitors customer expectations, specifications, service activities, and results; takes or recommends necessary corrective actions as appropriate to improve results and exceed expectations.
• Responds to requests for product information from customers and prospective customers.
• Supports order entry by providing written customer confirmations and resolving customer order concerns regarding quantities, schedules, specifications, part numbers, expedited orders, prices and pricing issues; verifies whenever there is a question from order entry on incoming orders, schedules, specifications, quotations, part numbers, etc.
• Create customer quotations based on pricing logic provided by the Customer Service Manager, Sales Manager or Company’s marketing and sales personnel.
• Maintain the Company’s price lists (provided by the Sales Manager/Customer Service Manager).
• Assist, as needed, with the Company’s Sarbanes-Oxley (SOX) compliance process.
• Enter price changes into the Company’s computer system(s) (pricing given by the Sales Manager/Customer Service Manager).
• Maintain customer master listing on the Company’s computer system.
• Gather pertinent information from customers regarding non-conforming products.
• Communicate with appropriate internal personnel to resolve the issue.
• Assists with and/or processes customer credits related to non-conforming products, quantity discrepancies, etc.
• Coordinates with Company accounting to help resolve customer invoicing issues, e.g., short payments, late payments, etc.
• Participates with Company Sales and Marketing personnel in developing plans and programs for customers with major emphasis on maintaining customer service functions, which will contribute to the growth and profitability of the Company.
• Assist the sales team in developing sales forecasts (running reports, etc.)
• Keeps supervisor and appropriate Company sales and marketing personnel informed of important developments, potential problems, and related information necessary for effective management.
• Coordinates and communicates sales/customer service plans and activities with other personnel, as appropriate, to ensure a coordinated work effort and team approach.
• Collaborates with the wider team; production, planning, procurement, accounts and the warehouse to exceed customers expectations.
• Is knowledgeable on Company computer systems (SAP) required to check order status, invoices, payments, etc.
• Includes the ability to generate appropriate reports from the computer system for internal and external customers.
• Includes the ability to utilize multiple computer systems (The company is multi-site with multiple IS platforms) to perform job duties.

About You;

Knowledge, Skills, and Abilities:

• Proven track record in a Customer Service Role within a manufacturing/engineering-based company (at least 1 year)
• Strong verbal and written communication skills.
• Proficient in Microsoft Word and Microsoft Excel.
• SAP experience is preferred but not essential
• Ability to work in an efficient, self-directed manner in order to provide timely responses to Company’s customers

Education:

5 GCSE's or equivalent