Our client is looking for a Customer Service Representative on a temporary basis, start date to be confirmed. Please note this is a shore-based position in Leicestershire.

Scope

This role delivers professional, customer service for Aggregates, Asphalt and Readymix within the Regional Customer Centre to agreed KPIs and SLAs.

Responsibilities

Portraying an excellent company image to customers encouraging repeat business

Act as a focal point for customers for the provision of a wide range of information, and to ensure customer’s needs are fully met

Take orders accurately including associated administration when required

Identify customer requirements and make best economic use of the company resources to ensure delivery to the satisfaction of the customer

Liaise with customers, solve problems provide information, resolve complaints appropriately

Develop relationships and build rapport with internal and external customers

Liaise with production/dispatch personnel to anticipate potential customer service issues and seek to resolve any such problems

Decide delivery priorities in the event of supply problems and guide dispatch through a revised programme

Negotiate programmes to the mutual benefit of company and customers.

Forward programming (creating FOP), communicating with customers for future orders / utilising spare capacity etc

Investigate customer queries, report back with recommendations internally

Update plant availability/breakdown report on system and office board/information screens

Ensure customers are kept informed and are kept updated with any changes in the status of their orders

Continual monitoring of order progress to ensure fulfilment of customer requirements

Communicate with customers to inform them of the status of delivery, discussing alternative solutions with them, updating dispatch comments each time

Update dispatch comments with any relevant information as required

Resolve cash sale enquiries where appropriate

Investigate and update customer invoice queries

Person Specification

Experienced in customer service delivery

Able to work collaboratively with the team

Self motivated

Able to work under pressure

Excellent telephone manner

Customer focused approach

Organised with ability to prioritise

Experienced in using various IT systems and packages

Key Interfaces, Stakeholders and Relationships

Regional Customer Centre Manager

Sales Managers

Sales Representatives

Sales Administrators

External Sales team

Logistics

Customers