Representative Customer Services (Order Management)

DRiV; Bradford; On-site; GBP 21,000 - 27,000; Full time

Job summary

DRiV is seeking a dedicated Customer Services Coordinator in Bradford to manage the end-to-end order to shipment process. You will engage with customers daily, support the sales team, and coordinate with traffic and carriers to resolve delivery issues.

The role requires strong English communication, MS Office proficiency, and prior customer service experience. Automotive experience is advantageous, with a focus on accurate records and responsive service.

Qualifications

• GCSE in maths and English (grade C or above) required.
• Previous experience in a customer service/admin environment essential.
• High level of written and spoken English required.
• Good working knowledge of MS Office essential.
• Willingness to participate in ongoing training and development.
• Genuine passion for Customer Service.
• Ability to liaise confidently with customers and internal stakeholders.
• SAP knowledge is highly desirable.
• Automotive industry experience would be advantageous.

Responsibilities

• End-to-end management of the order to shipment process.
• Daily contact with customers and sales team.
• Liaise with traffic, carriers and internal teams to resolve delivery issues.
• Maintain customer records and process new accounts with Master Data.
• Provide customer and internal reports as required.
• Support electronic ordering and invoicing processes.
• Review packing/shipping instructions and optimize shipments.

Skills

Customer service

Administration

English communication

Team collaboration

Education

GCSE (maths & English)

Tools

SAP

MS Office

Fuze

Job description

Role Purpose

To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.

Role Purpose

To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.

Key Role Overview

• End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration.
• Engage with customers to provide a positive, quality Sales experience in all circumstances.
• Closely collaborate with Sales department and across all business functions both locally and centrally.
• Promote a high level of customer satisfaction and quality of service.
• Provide quality and proactive support to both internal and external customers.

Responsibilities

• End-to-end management of the OTS (order to shipment) process.
• Daily contact/liaison with customers and sales team.
• Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery.
• Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze).
• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments.
• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team.
• Provide customer and internal reports as and when required.
• Update and maintain all customer records in conjunction with Master Data.
• Promote & follow-up electronic ordering (Teccom/EDI).
• Support in processing customer invoicing & resolution of queries as appropriate.
• Review and update packing/shipping instructions.
• Maximize shipments and improve availability where possible.
• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary).
• Follow-up proactively with material and delivery issues, ensuring high level of customer focus.
• Interface with credit department and all other departments.
• Meet forecast pressure.
• Initial point of contact for all first-level customer complaints and queries.
• Follow all procedures according to corporate guidelines (in a timely manner).
• Provide documents whenever necessary/as required for audit purposes.
• Work closely with the DC and manage stock levels and delivery dates.

Requirements

• Minimum/Essential: GCSE or equivalent in math’s and English grade C and above.
• Previous experience in a customer service/admin environment (essential).
• High level of written and spoken English (essential).
• Good working knowledge of MS Office (essential).
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).
• Genuine passion for Customer Service.
• The ability to be able to liaise confidently with customers and internal stakeholders (Internal: all departments / External: customers, agents, forwarders, and others when required).
• SAP knowledge and experience (highly desirable).
• Automotive industry experience (advantageous).
• Automotive industry experience would be advantageous.