Customer Services Coordinator

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Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

First point of contact for customers. To handle inquiries via phone, email, or other platforms to ensure that customers receive timely and accurate information.

Requirements Summary

Check consignment stock levels daily/weekly and invoice weekly. Report any low or high stock levels to the Sales & Operations team.

Technical Tools

Customer SupportCustomer Service Representative

To deliver effective customer service before, during, and after the purchase of ceramic products.
Manage customer orders, inform them about deliveries, and serve as a contact for support.
To assist the business and commercial team by serving as the primary point of active communication with both external and internal teams.

Responsibilities

~2 min read

→Customer Interaction Management: First point of contact for customers. To handle inquiries via phone, email, or other platforms to ensure that customers receive timely and accurate information.
→Issue Resolution: Responsible for resolving customer issues by liaising with different departments such as Operations, Finance, and Sales. Effective issue resolution often involves problem-solving, negotiation, and escalation when necessary. If a delivery is late, customer services update the customer based on information agreed with Operations and Sales team.
→Sales Forecast: Update the weekly cell forecast documents, aligning planned and actual sales with system orders. Coordinate with the Sales team to ensure planned numbers reflect customer needs. Present forecast sales numbers for designated cells at the weekly SIOP meeting, including details on risks, potential upside, and other relevant information to maintain sales forecast accuracy.
→Orders and Contract review: Responsible for adding new orders into the Contract Review system, confirming price, lead-times, quantities, and other order details are in-line with quotations. Handle inter-company orders for products/materials and administer IFS part data creation
→Logistics: Notify the logistics department of the weekly dispatches, emphasizing any changes to customer requirements, including packaging materials. Verify invoice proofs for correctness, materials, and shipment weight
→Consignment stocks: Check consignment stock levels daily/weekly and invoice weekly. Report any low or high stock levels to the Sales & Operations team.
→Account Management Support: Develop and maintain relationships with customers. Contact customers to secure orders, sales forecasts, and general business intelligence.
→Collaboration with Other Departments: Attend weekly order book meeting with the Operations team to review inventory, forecasting, and production schedules. Ensure the Quality team understand the certification required for each customer order, checking documents are produced and provided to customers.
→Maintaining Customer Records: Keep accurate records of customer interactions, orders, complaints, and resolutions in SharePoint. This information is crucial for tracking issues over time and identifying areas for improvement.
→Finance: Support credit control if there is a delay in customer payments. Raise credit notes requests

→EHS: Adhere to all safety protocols and procedures, ensuring a safe ‘6S’ working environment for all employees and compliance with relevant health and safety regulations.

Requirements

~1 min read

Promptly addresses customer inquiries.
Ensures commitment to customer promises
Provides technical or other information to customers to support orders
Appropriately escalates customer concerns
Advocates for the customer perspective in Morgan
Understand products: features, benefits, and customer use cases.
Experience with customer interactions, identifying needs, building relationships, and enhancing satisfaction.
Strong communication, planning and organisational abilities
Analytical and data driven
Experience of ERP and Client Relationship Management platforms
Proficient in Microsoft Office.