Direct message the job poster from Coverland Responsible for capturing and processing orders received from the Customer Relationship Managers, facilitate customer queries and actively promote BMI Coverland's products and services.ResponsibilitiesOrder managementProvide a centralised point of contact regarding customer orders ensuring that these are prioritised based on availability and maintain current processes for constrained items.Daily interface with the sales team regarding new orders, changes to existing orders, cancellation requests and delivery dates.Daily communication with transport planners to schedule priority orders, confirm status of current orders, follow up on missed deliveries and escalation to appropriate parties.Utilise the transport management system (TMS) for updates on customer order status to inform the customer where their delivery is.Maintain the order book paying particular attention to any peculiarities.Daily communication with customers.Order quality maintenance and accuracyManage walk-in customers and cash sales.Advise PLW team of any stock urgencies.All goods received/ returned to be processed on a weekly basis.Liaise with the Credit Controllers regarding delinquent accounts.Temporarily support with POD management and follow up with transport planners for assistance if any outstanding PODs occur.Customer ExperienceTo manage the end to end process of all related complaints (including support to the technical and sales departments for complaints).To ensure all customer complaints are dealt with within company KPI's and policies.To be the primary customer liaison / point of contact for complaint updates, including quality.To assist the customer service and logistics supervisor promote and manage the process of continuous improvement in customer service.Work with and influence various departments within the business to reduce the level of complaints (including manufacturing plants) through feedback to the relevant functions.To ensure complaint resolutions are reached within agreed timeframes and escalate where necessary asking for advice where needed but full ownership lies with the customer service agent.Compile and present complaint data (reports) on regular basis, including working with colleagues to produce customer response letters or reports.Handle all customer queries (phone and email) efficiently and effectively each day and deliver exceptional customer experience.Calls will be of a varied nature and will include answering questions regarding stock availability, delivery dates, pricing enquiries, quotations and complaint notifications.Follow up on quotations submitted.Handling calls to resolution.Accurately record all customer complaints.Ownership and accountability for the service provided to customers.Proactively make outbound customer care calls to ensure continuous improvement of service levels and minimise risk and potential queries and complaints.Proactively check status and progress for orders and inform customers ahead of time of any changes/ amendments.Monitor customer accounts and activity and follow up / engage with customers.Thorough personal performance contribution to individual and team results in line with the departmental KPI's.Build key professional working relationships with customers and internal stakeholders.Full ownership and accountability for your order book ensuring daily checks are completed, including advising customers of their collections & the process.Full accountability and responsibility for end to end customer experience for their full accounts.Support other regions if required with order capturing and processing in the event of resource constraints to maintain customer satisfaction.Adhere to the company's safety standards.Maintain and safeguard company property and the confidentiality of company information.Any other ad hoc duties as required by the department.QualificationsEducation: Sales qualification - Diploma / Degree will be an advantage.Work Experience: a minimum of 3 years working in a manufacturing environment linked to a customer service role.Ability to communicate well at all levels.Excellent written and numerical ability.Computer literate: Sage Line 500, MS Excel, Google slides, TMS and Google Sheets.To apply please forward your CV to ****** levelMid-Senior levelEmployment typeFull-timeIndustriesBuilding Materials
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