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Customer Service Executive

  • Job reference: 922650
  • Location: Maidenhead, Berkshire
  • Salary: Negotiable
  • Job type: Contract
  • Sector: Administration, Life Sciences
  • Date posted: 16/11/2018

Orion Group are recruiting a Customer Service Executive (Contract Role) on behalf of a Multinational Medical Device Company located in Berkshire.

Principal Role Responsibilities:

  • Ensure orders are processed on promptly, accurately and to deadlines. Minimise claims due to order processing errors.
  • Provide good quality information to customers and the Sales team on product shortages, re-supply date and reason for supply issue.
  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue
  • Ensure good communication with the warehouse on order status/any spikes in workload etc to minimize disruption
  • Manage customer complaints & queries promptly and effectively and enter into SAP CRM system. Review monthly reports to identify opportunities to reduce claims.
  • Daily reason coding of order shortages to allow service level management reporting
  • Tracking and clear reporting of specified Customer service levels
  • Highlight and action with the customer/Sales team any master data issues with orders to reduce manual intervention.
  • Ensure the CS E-Mailbox & Telephones are managed appropriately delivering prompt response to any queries
  • Run daily SAP reports to ensure completeness of the order processing cycle.
  • Ensure interaction with internal and external customers is positive, helpful & professional.
  • Act as cover / support when there are absences due to holidays / sickness.
  • On a rota basis, provide customer service support on Saturday mornings.
  • On a rota basis, provide customer service support on Bank Holidays
  • Liaise with StF / IT to report incidents, log tickets & follow through to resolution. Potentially participate in User Acceptance Testing.
  • Monitor IDOCS, resolve & communicate outcome with relevant parties.
  • Ensure adherence to all documented processes to ensure order-processing compliance in line with Regulatory, Legal & Sarbanes-Oxley requirements.
  • Ensure adherence to month end timetable.
  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue

Experience/Knowledge

Required

  • Educated to Degree Level
  • 3yrs+ Customer Service experience
  • Excellent communication skills (ability to communicate clearly verbally and in writing)
  • Good numerical reasoning skills
  • Basic Excel skills
  • Track record of strong customer focus
  • Capable of managing stressful situations
  • SAP experience

Preferred

  • Intermediate/Advanced Excel skills
  • Team leader experience
  • Ability to analyse information.

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.