Export Customer service

TN United Kingdom; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job description

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Summary

The main responsibility will be handling and recording of orders, and international shipments including issuing the import/ export documentation. Maintaining solid customer relationships by handling questions and concerns and support with speed and professionalism. Receive and follow up on customer complaints, manage ERP database records, and supporting the direct sales organisation.


Essential functions

• Order processing, sending of PO confirmation, communication, and proposal of alternative items in case of BO, organise and follow up of international shipments. Delivery lead time, support to fill data in customer files, etc.
• Proactively manage international business linked queries from around the world including pre-screening, re-routing, and providing customers with timely responses.
• Interaction with Warehouse – effective communication of order requirements (packaging, labelling etc.) into warehouse. Coordinating with customers and logistics to provide cost-effective and timely dispatch of shipments.
• Ensure compliance of order with distributor agreement.
• Issue the shipping documentation.
• Issue Customer credits (AQ complaints, correction of improper invoicing)
• Overdue Follow up: issue/send customer account statements, send reminders to bad payers.
• ERP system maintenance: Customers cards creation and maintenance of updated and accurate data, Upload and maintenance of Prices.
• Quality complaints follow up: reception, verification of the conformity of the PER form,
• Organization of the return of defective products to USA, follow-up until the closure, update of Complaint data master file.

In coordination and under the responsibility of AQ department, responsible for monitoring product recall: customer notification, collection and archiving of all data, organisation of recalled product returns, issue exchanges or credit notes.

• Archiving of customer service documentation for audits purpose.
• Support to sales team on various requests.

Competencies

• Meticulous and detail-oriented
• Good understanding of IT systems, excellent user skills.
• Empathetic, patient and clear communication skills
• Accountable and takes responsibility.

For more information, please call Pertemps Burton and ask for Hannah-Laura
01283 505400