Customer Services Specialist

Jobtailor; Ledbury; On-site; GBP 25,000 - 32,000; Full time

Job summary

Jobtailor is seeking an experienced Order Management Specialist to oversee end-to-end processes from order placement to delivery within CRM and ERP systems. You will monitor customer requirements, advise Sales on delays, and propose alternatives to meet expectations.

The role involves leading regular performance reviews, coordinating with cross-functional teams, and maintaining strong customer relationships through proactive service and issue resolution.

Qualifications

• Experience in a similar position, preferably in a packaging or manufacturing environment.
• Fluent in English.
• Experience of SAP and Salesforce.com preferred.
• Full UK Driving License (ideally clean).
• Flexibility with working hours and job location.
• Excellent interpersonal and communication skills.
• Ability to build collaborative relationships.
• Excellent time management and organisational skills.

Responsibilities

• End-to-end order management from order placement through delivery in CRM/ERP.
• Monitor customer requirements and advise Sales of delays.
• Propose alternatives to meet customer expectations.
• Lead performance reviews (yearly/bi-yearly/quarterly).
• Share customer forecasts with neighboring functions.
• Manage customer finished goods levels and aging inventory.
• Acknowledge and address customer complaints and ensure prompt feedback.
• Initiate returns of goods where applicable.
• Coordinate rush shipments and delivery monitoring.
• Process credit/debit notes with Finance and support dispute resolutions.
• Build knowledge of SLAs, contracts, and related information.
• Improve customer relations through prompt, efficient service.

Skills

Interpersonal skills

Communication skills

Time management

Organizational skills

Self-motivated

Customer-focused

Results-oriented

Team working

Flexibility

Tools

SAP

Salesforce.com

Excel

CRM Systems

ERP Systems

Job description

• Manage end-to-end order management from order placement through delivery in CRM and ERP systems
• Monitor customer requirements throughout order fulfillment and advise customers and Sales of significant delays
• Help provide alternatives to ensure customer expectations are fulfilled
• Prepare for and lead yearly, bi-yearly, or quarterly performance reviews
• Manage customer requests and share customer information and forecasts with neighboring functions
• Proactively manage customer finished goods levels and aged inventory
• Acknowledge and enter customer complaints and ensure prompt feedback
• Initiate returns of goods where applicable
• Coordinate and monitor rush shipments through delivery
• Initiate credit and debit note requests with Finance
• Support disputed invoice processes with Finance and credit collection
• Build customer knowledge covering service level agreements, contracts, and other relevant information
• Improve customer relations through prompt, efficient service and resolve complex problems
• Identify better ways of working to provide the best possible customer service
• Perform other duties as assigned

Requirements

• Experience in a similar position, preferably in a packaging or manufacturing environment
• Strong Excel skills appreciated
• Fluent in English
• Experience of SAP and Salesforce.com preferred
• Full and preferably clean UK Driving License
• Ability to be flexible with working hours and job location
• Excellent interpersonal and communication skills
• Ability to build collaborative relationships
• Excellent time management and organisational skills
• Ability to work as part of a multi structure team
• Self-motivated
• Customer-focused
• Results-oriented

Core Competencies

Demonstrates expertise in end-to-end order management, utilizing CRM and ERP systems to enhance customer satisfaction and operational efficiency. Proficient in managing customer relationships, resolving issues, and collaborating across functions to meet service level agreements.

Highest-signal resume keywords

• Order Management
• Customer Relationship Management
• SAP Experience
• Salesforce.com Experience
• Excel Proficiency

ATS Optimization Keywords

Hard Skills

• Order Management
• Customer Service
• Inventory Management
• Complaint Resolution
• Performance Review Management

Soft Skills

• Excellent Interpersonal Skills
• Communication Skills
• Time Management
• Organizational Skills
• Self-Motivated

Certifications & Qualifications

• Full UK Driving License

Industry Keywords

• Packaging
• Manufacturing
• Service Level Agreements
• Customer Expectations
• Credit Collection

Tools & Technologies

• CRM Systems
• ERP Systems
• SAP
• Salesforce.com