Description
Customer Service Co-ordinator/Account Manager
Key tasks include handling day-to-day customer enquiries, management of orders through the supply chain, artwork co-ordination and tooling ordering, tooling origination recovery, liaising with other departments/suppliers to meet customer requirements, inventory/stock management and associated forecast analysis, complaint reporting and pro-active resolutions to challenging situations.
The focus is to deliver world-class customer service in a fast paced environment to delight customers and grow our business, along with:
Health & Safety
- To be accountable for own health and safety whilst at work, operating in line with company procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.
Order Management
- Process new and repeat customer orders within defined lead dates and agreed customer service level agreements. To up-sell at appropriate opportunities to encourage further business. Understanding of customer's product portfolio.
Artwork & Tooling Origination:
- Co-ordinate artwork preparation in liaison with external artwork suppliers. Seek prompt artwork approval and order tooling to meet production timelines. Recover origination spend through proactive customer invoicing.
Inventory Management:
- Analyse customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements. Daily review of replenishment orders to balance stock holding levels against customer delivery call-offs.
- Pro-actively reduce made to order stock residing in the warehouse through daily review and customer liaison.
Third Party Suppliers:
- Place purchase orders for non-manufactured products on external suppliers to meet customer requirements.
Complaint Management:
- Acknowledge customer complaints and report dissatisfaction/failures in line with procedures. Discuss solutions with customers and follow through those actions to ensure customer is satisfied and where appropriate, complaint resolved.
Communication:
- Build strong relations with the Territory Manager by sharing internal and external information, and acting as the main liaison for other areas of the business to provide a united service to customers.
- Build strong relations with customers, gaining insight to their business. Keeping them informed of the current status of their orders or answer any other queries that may rise at either the company's or customer's directive. To ensure a professional line is presented at all times, managing customer expectations as appropriate in line with the business priorities.
Continuous Improvement:
- Work with the team and other colleagues within the company to improve both team and cross-departmental relations, flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence programme.
Account Management:
- Ensure all documentation and records (such as price lists, customer records and account notes) relating to each customer account are accurate and reflective of current working practices.
- To keep the department manager up to date with account progress, product and range development, and highlight any problems or issues with any area of customer services to ensure we continue to delight customers.
Quotation Management:
- Pricing of new customer enquiries, re-costing of existing specifications for changes in quantity and/or delivery location, quotation follow-up to determine success rate, maintenance of price schedules.
Financial Responsibility/Cost Control
1: Awareness of the financial impact of decisions made to service the customer.
2: Leading by example - getting it right first time, every time to minimise complaints and associated credits.
3: Recovery of additional costs outside of Service Level Agreement, eg urgent transport, palletisation amendments, samples. etc.
4: Recovery of tooling expenditure through invoicing customers in line with agreed recovery rates.
Customer
1: Take ownership of the front-line service delivered to customers and willingness to go the extra mile .
2: Regular pro-active contact with key accounts via various communication channels.
3: Customer visits and/or attendance at review meetings (on and off site).