Kawneer is currently in search of a Customer Services Representative to join us in Runcorn.
At Kawneer, we take pride in our work and our innovative products and technologies that advance sustainable solutions for a better world. We strive to create a safe, inclusive, and collaborative workplace with competitive benefits, development opportunities, and a culture that values and rewards employees on all levels of the organization.
Primary Responsibilities
- To process customer orders and complaints to Kawneer computer system in a timely and accurate manner. This involves regular contact with customers in providing pro-active information and dealing with any queries.
- Liaise with customers to provide order status and general queries via phone and email.
- Liaise with internal departments and Salesforce.
- Investigate invoices in dispute and work with credit control.
- General administrative duties
Key Objectives
- Input all orders received from the customer before 4pm entered onto the inhouse system
- Send all customer complaints to the relevant department for investigation, then raise replacement order onto the system within the time frame
- Maintain accurate filling system of customer orders.
- Provide up to date status information to customers via weekly report
- Liaise with Planning and Purchasing for commitments on short – lead requests and non-standard purchase items.
- To solve any queries within 24 hours whenever possible.
Knowledge & Skills:
- Recent customer service experience is essential.
- Experience of managing customer accounts; proactively follow up and liaising with other departments to resolve queries.
- Polite and professional phone and email manner.
- Excellent communication skills and attention to detail.
- Confident with computers, able to quickly move from tab to tab. Experienced with MS packages.
- Ability to work to deadlines, aiming to solve any queries within 24 hours whenever possible.
- Able to provide our customers with the best experience.
- Experience with ORACLE based system is desirable but not essential. Full training will be given.
- Liaise with Planning and Purchasing for commitments on short–lead requests and non-standard purchase items.
