Senior Customer Service Representative

JR United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Representative to oversee the Order-To-Cash process, ensuring exceptional customer satisfaction. In this pivotal role, you'll coordinate activities across teams, handle customer queries, and drive process improvements. Your analytical skills and knowledge of SAP will be crucial in managing data and reporting. If you're passionate about customer service and thrive in a fast-paced environment, this opportunity offers a chance to make a significant impact while developing your career in a dynamic setting.

Qualifications

• 3+ years of experience in a Senior Customer Service role.
• Experience in an international FMCG company is a plus.

Responsibilities

• Oversees the full Order-To-Cash process ensuring customer satisfaction.
• Handles customer queries via telephone, mail, or chat.

Skills

Strong analytical skills

In-depth knowledge of SAP/ECC

S4HANA

Process management (Lean)

Advanced Excel skills

Fluent/native in local language

Additional languages (Polish, Spanish, French)

Education

Bachelor’s degree in Commercial or Business Economics

Tools

SAP

Excel

Job description

Social network you want to login/join with:

Senior Customer Service Representative, london

col-narrow-left

Client:

Location:

london, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

2

Posted:

02.05.2025

Expiry Date:

16.06.2025

col-wide

Job Description:

Purpose of the position

Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating on 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

• Order Management: Overseeing, recording and processing customer order in an efficient manner, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
• 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.
• Customer Relations: Handling all customer queries via telephone mail or chat with a focus on building long-term relations and exceeding expectations.
• Customer Service Excellence: Monitoring OTC activities withinthe (cross-functional) team, continuously seeking alignment and timely follow-up; Ensures ‘one voice’ to the customer.
• Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Suggests pragmatic solutions for the customer as well as optimising processes to avoid repetition.
• Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
• Reporting: Building and analysing reports(debit, credit, customer feedback etc.) addressing failed outputs and defining feasible improvement actions.
• Compliance: Ensures compliance with company policies and relevant regulations.
• Process Improvement: Identifies process improvements opportunities and suggests pragmatic and feasiblechanges; balances effectiveness and customer satisfaction throughout all processes.
• Employee development: Contributes to the development of peers within the team. Keeps the Manager informed on development opportunities.

Requirements

Education

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

Experience

• 3 years+ of experience in a Senior Customer Service role
• Experience in (an international) FMCG company is a plus.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Ensures Accountability: Holds self and others accountable to meet commitments
• Instils Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Customer Focused Approach: Understand the needs of the customer and act on that
• Strengthens Customer Connections: Pro-actively reaching out to customers by phone or e-mail and providing exceptional and consistent service.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Collaborates: Builds partnerships and works collaboratively with peers to meet shared objectives.
• Optimises Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Skills

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