Customer Service Executive

Salary: up to £27,000 PLUS discretionary KPI and Company Bonus, Pension Scheme, BUPA Insurance, Health Plan, 28 days holiday PLUS bank holidays, Income Protection, Death in Service, On-Site Gym, PerkBox



The purpose of this role is to work within a frontline Customer Service Team, in the delivery of a first-class level of service, by ensuring all customers consumables, QC orders, standing orders, batch holds and administration tasks are processed correctly and in an efficient and timely manner.

 

Ensuring adherence to processes, procedures, agreed KPI’s/objectives, service level agreements and quality standards to optimise the service provision and give maximum customer satisfaction.

 

Monitoring of customer’s reagent provisions and deliveries (standing orders), monitor and review customer accounts, work with customer to gain an agreed adjustment of standing order to improve on service provision and reduce ad-hoc deliveries that may incur additional costs to the company.

 

Represent our client and maintain business relationships between key areas of the company: Senior Management/Lead members within Logistics, Finance, Product, Service and Sales and with customers, to ensure an excellent service delivery and customer satisfaction and perform their job functions in line with the Company’s expectation, and act as an ambassador in all aspects of their work, whilst adhering to all aspects of the Health & safety policy at all times.

 

Essential Requirements

 

·         Minimum 3 year’s consecutive in a customer service role within the last 5 years

·         GCSE Maths and English – Grade C or above

·         Minimum 2 years SAP (SD) Sales & Distribution experience

 

Desirable

 

·         Advanced MS Excel

·         NVQ Advanced in Customer Service or equivalent

 

Responsibilities

 

CUSTOMER ORDER PROCESSING- Ensuring all customer / intercompany reagent orders are processed in an efficient and timely manner, including logging & processing orders and ensuring progress, dealing with enquiries, adhering to agreed KPI’s, service level agreements and quality standards to maximise customer satisfaction.

DELIVERY SCHEDULING- Assist the team in scheduling monthly delivery schedules for customer standing orders with liaison with Courier services to ensure service levels are maintained.

KPIS- Ensure these are met and beaten for optimum levels of delivery. Currently credit notes <0.60% (Fixed) / Batch hold write off <£23k (paid Q2/Q4 if pass) and batch hold inventory management – orders less / equal to 2 per batch hold on average (Excluding non-customer batch holds held for company products.

PARTNER COMPANY- Maintain our special relationship with our partners in Northern / Southern Ireland. Process monthly orders, book carriers, forecast reagents (when required), complete commercial invoice documentation and help deliver a 5* service.

MEETINGS- Be a part of regular meetings that requires a representative from the reagents team.

CONTRACT MANAGEMENT- Keep up to date by regularly reviewing the contract management system to ensure a smooth transition and optimal customer satisfaction. Work closely with the SAP / Account managers team at all times.

CONTRACT SD SCHEDULED AGREEMENTS- Maintain and deliver scheduled agreements for all relevant parties and ensure these are assessed on a regular basis.

SAP CHANGE CONTROL- Ensuring all new accounts or pricing changes are registered and processed through the SAP Change Control System.

CONTROLLED BLOODS- Ensure regular reviews of each QC type is reported to the departments lead to reduce wastage. Process quarterly shipments, chase outstanding POs and ensure 5* communication to build relationships

BATCH HOLD MANAGEMENT- Review customer batch holds to ensure optimum levels of stock so there are no back orders.

STOCK- Work with the customer service team and warehouse team to eliminate any potential for backorders or stock write off.

BACK ORDERS- Back orders are kept at zero (as well as Batch hold) and work alongside the stock control lead to achieve this.

ISO, EXTERNAL BODIES, LEGA, OHAS AND ENVIRONMENTAL COMPLIANCE- Comply with ISO-14001/ISO-9001/ISO27001 standards and requirements and use Personal Protective Equipment as required

GENERAL HOUSEKEEPING- Protect and maintain company property, Maintain expenses within guidelines and assist the company as required. Promote the company at all times as a leader in the diagnostic market.

 

Skills, Knowledge and Aptitude

 

·         Communications

·         Confidentiality

·         Organisation

·         Focus to results

·         Listening skills

·         Decisive

·         Cooperation/Teamwork

·         Attention to detail

·         Self-motivator

·         Innovative

·         Presentation skills

·         Time management



Job Title: Customer Service Executive

Location: Milton Keynes, Buckinghamshire

Salary: up to £27,000 PLUS discretionary KPI and Company Bonus, Pension Scheme, BUPA Insurance, Health Plan, 28 days holiday PLUS bank holidays, Income Protection, Death in Service, On-Site Gym, PerkBox

Hours of Work: 9.00am to 5.00pm, Monday to Friday (37.5 hours per week)

Job Type: Permanent – There are two positions

Job Reference: AH10286



Wilde Associates is working in the capacity of an Employment Agency in respect of this role