Senior Customer Service Representative

Nigel Wright Group; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich Consumer Services sucht einen engagierten Mid-Senior Customer Service Specialist, der die gesamte Order-To-Cash-Prozesskette überwacht. In dieser Rolle sind Sie verantwortlich für die effiziente Bearbeitung von Kundenbestellungen, die Koordination aller Aktivitäten im Prozess und die Sicherstellung eines hervorragenden Kundenservices. Sie arbeiten eng mit verschiedenen Stakeholdern zusammen und tragen zur kontinuierlichen Verbesserung der Prozesse bei. Wenn Sie eine Leidenschaft für Kundenbeziehungen haben und in einem dynamischen Umfeld arbeiten möchten, ist diese Position ideal für Sie.

Qualifications

• Mindestens 3 Jahre Erfahrung in einer Senior Customer Service Rolle.
• Erfahrung in einem internationalen FMCG-Unternehmen ist von Vorteil.

Responsibilities

• Überwachung und Bearbeitung von Kundenbestellungen effizient.
• Aufbau langfristiger Kundenbeziehungen und Übertreffen von Erwartungen.

Skills

Analytische Fähigkeiten

SAP/ECC Kenntnisse

Prozessmanagement (Lean)

Fortgeschrittene Excel-Kenntnisse

Fließend in der Landessprache

Education

Bachelor-Abschluss in Betriebswirtschaft

Job description

Get AI-powered advice on this job and more exclusive features.

Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating possible hiccups by mitigating risks and/or solving issues. Coordinates activities for the dedicated scope, seeking continuous alignment with all (cross) functional stakeholders, organising regular (online) stand-ups to prevent issues that impact customer satisfaction. Provides excellent customer service, leading others by example. Reports into the Manager Customer Service, acting as the second in command in the local offices.

Responsibilities

1. Order Management: Overseeing, recording and processing customer orders efficiently, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
2. Coordination: Allocating and following up on all activities within the end-to-end process. Ensuring all relevant parties are up to speed and actions are taken in a timely and correct manner.
3. Customer Relations: Handling all customer queries via telephone, mail, or chat with a focus on building long-term relationships and exceeding expectations.
4. Customer Service Excellence: Monitoring OTC activities within the (cross-functional) team, continuously seeking alignment and timely follow-up; Ensuring a ‘one voice’ approach to the customer.
5. Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Suggesting pragmatic solutions for the customer as well as process optimisations to prevent recurrence.
6. Data Management: Processing information diligently, building and maintaining reliable (Master) data to support operations.
7. Reporting: Building and analysing reports (debit, credit, customer feedback, etc.), addressing issues and defining feasible improvement actions.
8. Compliance: Ensuring adherence to company policies and relevant regulations.
9. Process Improvement: Identifying opportunities for process enhancements and suggesting pragmatic, feasible changes; balancing effectiveness and customer satisfaction.
10. Employee Development: Contributing to team members' development and keeping the Manager informed on growth opportunities.

Requirements

Education

• Bachelor’s degree in Commercial or Business Economics (or comparable)

Experience

• 3+ years in a Senior Customer Service role
• Experience in (an international) FMCG company is a plus.
• Action Oriented: Embraces new opportunities and challenges with urgency, energy, and enthusiasm.
• Ensures Accountability: Holds self and others accountable for commitments.
• Instils Trust: Gains confidence through honesty, integrity, and authenticity.
• Customer Focused Approach: Understands and acts on customer needs.
• Strengthens Customer Connections: Proactively reaches out to customers via phone or email, providing exceptional service.
• Drives Results: Achieves results consistently, even under tough circumstances.
• Collaborates: Builds partnerships and works collaboratively to meet shared objectives.
• Optimises Work Processes: Knows effective and efficient processes, focusing on continuous improvement.

Skills

• Strong analytical skills
• In-depth knowledge of SAP/ECC, S4HANA
• Knowledge of process management (Lean)
• Advanced Excel skills
• Fluent/native in local language (additional languages such as Polish, Spanish, or French are a plus)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Consumer Services