Customer Service Specialist (Export Solutions)

RS UK & Ireland; Corby; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Career development opportunities

Job summary

RS Group in Corby is seeking a proactive Export Solutions Customer Service professional. You will manage a portfolio of global export accounts, ensuring orders comply with export regulations and documentation.

The role focuses on delivering a best-in-class customer experience across multiple territories, with a hybrid work arrangement and collaboration with Distribution partners. You will coordinate with Supply Chain, Sales and Finance teams, process orders promptly, develop customer

Qualifications

• Experience delivering best-in-class customer service.
• Export order processing experience.
• Trade compliance knowledge and understanding.
• Ability to work under pressure; team player.
• Collaborative in fast-moving, customer-driven markets.
• Strong Microsoft Excel skills.
• Numerical and analytical mindset.
• Working knowledge of SAP.
• Understands needs of target customers.
• Strong commercial acumen and broad communication skills.
• Positive attitude with ownership and results orientation.
• Good influencing skills.
• Operational problem solver and process management capability.

Responsibilities

• Ensure compliance of all Export regulations and complete orders to customers.
• Build relationships with Export Solutions customers across global territories including Distributors and Operating Companies.
• Understand local export compliance, regulatory and customs requirements.
• Coordinate with distribution partners to ensure proper documentation for country of destination.
• Process export orders promptly and keep customers informed of shipment dates.
• Collaborate with Supply Chain, Sales, Finance and Customer Services teams.
• Resolve customer inquiries on export order delivery status.
• Work with partners and freight forwarders to resolve documentation queries.
• Attend Export awareness courses to build knowledge.
• Encourage proactive decision making to improve customer service.
• Introduce process improvements using Continuous Improvement methods.
• Drive revenue through quotation to order conversion while maintaining gross margin.

Skills

Export compliance

Customer service

Problem solving

Analytics

Communication

SAP

Excel

Tools

SAP

Excel

Job description

Location: Corby (Hybrid Working - 3 days in office, 2 days from home)

Do you have great customer service skills, and razor-sharp problem-solving abilities?

Come and join our Export Solutions Team!

You’ll provide a best in class customer service experience to all Export customers by demonstrating and driving a high performance culture managing a portfolio of global customer accounts. You will promptly and efficiently process export customer orders paying close attention to compliance regulatory requirements that will ensure goods can be shipped in a timely and efficient manner to a global customer base.

What you will be doing:

• Ensure compliance of all Export regulations ensuring all orders are shipped completely to all our customers
• Establish and build strong relationships with all Export Solutions customers across multiple global territories, including Distributors and Operating Companies in complex markets
• Work with customers in all relevant global markets to understand local export compliance, regulatory and customs requirements
• Work closely with all distribution partners to ensure shipments to all export customers have customs and import documentation appropriate to the country of ultimate destination (sales invoice, certificate of origin etc.)
• Process all customer export orders promptly, accurately and efficiently, keeping customers informed of expected shipment date, maintaining close contact with the customer at all stages of order processing
• Establish and maintain close working relationship with others departments within the business Supply Chain, Sales, Finance and other Customer Services teams
• Resolve customer enquiries on export order delivery status
• Work with Distribution partners and freight forwarding companies to resolve any documentation queries on delayed/held shipments
• Build knowledge by attending appropriate Export awareness courses
• Challenge internal partners to take ownership for driving a proactive decision making culture that will lead to the provision of a best in class customer service experience.
• Establish new process improvements using Continuous Improve to improve the customer experience.
• Develop key customer relationships to drive revenue through quotation to order conversion. Where appropriate offer discount within business guidelines ensuring the gross margin is not compromised.

Really useful experience would include:

• Demonstrable success of delivering best in class customer service experience
• Export order processing experience
• Trade Compliance knowledge and understanding
• Demonstrable ability to work under pressure; self-motivated with ability to be a team player
• A collaborative team player across a business with fast moving, customer driven markets
• Strong Microsoft Excel skills
• Highly numerical & analytical
• Working knowledge of SAP
• Understands the needs of our target customers
• Strong commercial acumen and broad communication skills
• Positive can do attitude, takes ownership and very results oriented
• Good influencing skills
• Operational problem solver and good process management capability

We are RS Group.

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.

Come and join us and over 9000 employees worldwide – and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.

Are you ready to explore the possibilities?