In this role you will be responsible for providing an end-to-end service to all customers through the processing of sales orders from receipt to dispatch and liaise with customers at all stages to maintain agreed service levels. You will be also responsible for ensuring that links between Customer Services and those responsible for production planning, warehousing, distribution, and invoicing are effective and ensure that customers receive a professional and quality service, and that the Company maintains efficient and profitable trading.

Responsibilities

• Order acknowledgement to be sent to the customer detailing approximate despatch date as Sales orders are entered onto the system within 4 business hours of receipt.
• To process all EDI orders within two business hours of receipt.
• Information concerning special requirements is identified and entered onto orders.
• Communicate clearly with 3PL customer services team to ensure a smooth transition from warehouse to customer.
• Identify and analyse any problems (e.g. shortages or queries on despatch notes) and notify the customer services team leader where appropriate).
• Maintain and develop existing and new customers through individual account support, working collaboratively with key internal departments to deliver a best-in-class experience.
• Work alongside internal departments to communicate production challenges, technical and packaging changes such as pack changes as required.
• Deal with customer complaints and where required provide relevant information to the relevant department.
• Telephone calls to the department are dealt with efficiently and professionally and passed to the appropriate member of the team.
• To assist other members of the team to ensure the sales order process function operates efficiently.
• Onboard new customers – implementing correct policies and procedures to ensure seamless integration into business-as-usual service.
• Drive continuous improvement in the CS team daily processes through embracing new ways of working and giving regular feedback.
• Assist with business KPI Reporting.
• Daily liaison with external customers and internal stakeholders.