Customer service and Office Coordinator

JOB PURPOSE

To provide effective communication and co-ordination for the administration and day-to-day control of allocated business within the customer service team. Managing our customer’s expectations and delivering customer satisfaction.

SPECIFIC RESPONSIBILITIES

Key Objectives

• Develop an effective working relationship with all of our relevant customer contacts.
• Manage internal and external expectation at all times with effective communication delivering customer satisfaction.
• Continually update and interpret customer needs, forecast and confirm orders to allow the business to effectively manage procurement and capacity planning to maximise commercial opportunity whilst accurately maintaining all aspects of order handling data management.
• Interpret and translate commercial requests and requirements with speed and accuracy.
• Manage stock rotation in line with customer agreements and the needs of the business.
• Resolve invoice queries in conjunction with the Accounts Team.
• Achieve customer delivery requirements in the most cost effective way.
• Support Sales Managers with business development and integration needs.
• Manage Delivery of the finished Good / Call of material / Order the trucks and arrange document

Account Management

• Review on daily basis your customers’ portfolio of on ongoing requirements against the business.
• Review your tentative and actual order program and report key changes.
• Plan out your customers on going forecasted requirements or develop a method of working with the customer to allow you to facilitate this for the benefit of the long-term vision of planning and manufacturing.

PERFORMANCE INDICATORS

• Maintain a high standard of account administration following the Company’s ISO90000 / 90001 procedures
• Work with your customer and Sales Manager on delivering your Key Deliverables and report back on Key Business KPI’s
• Review on a daily basis OTIF performance for your account portfolio and team where required.
• Record, monitor and improve forecasting and board ordering liability with customers

Office Coordination :

• Intercompany reconciliations
• Ensuring compliance with SOX (including Blackline monthly preparation of balance sheet reconciliations)
• Support execution of Internal and External Audits
• Monthly check of employee and technician presences – labours hours – permission – medical visit - Safety courses.
• Preparation and sending of all needed safety documents in order to enable access for our
• Technician at Customers planst; Electronic invoicing process : preparation – checking ;
• Payabable and receivable invoice check and payment processing ( Raw Material, Machine lease, Spare parts)
• Process all statutory declaration & payments for Italian administration offices ( Tax, Social Security)
• Customs : preparation of documents and payments for clearance

SKILLS / QUALS

• Previous experience working within a Customer Services environment
• Excellent Pack Office skills (inc Excel)
• Excellent standard of numeracy and literacy
• Ability to work under strict deadlines and targets, preferably in a fast paced manufacturing environment

INTERPERSONAL SKILLS

• Excellent communication skills essential, ability to understand clear written and verbal instructions.
• Good understanding of procedures and processes.
• Highly responsible, reliable and flexible with a strong work ethic
• Quality and safety conscious
• Punctual, presentable and with good attendance