Accessibility Links

Customer Service Executive

  • Job reference: 923820
  • Location: Maidenhead, Berkshire
  • Salary: Negotiable
  • Job type: Contract
  • Sector: R&D - Clinical & Non Clinical, Life Sciences
  • Date posted: 07/02/2019

Orion Group are recruiting for a Customer Service Executive on behalf of our Multinational Medical Device Client on an initial 12 month contract which is based in the Berkshire Area.

Principal Role Responsibilities (DTC):

  • On a daily basis, load the consumer sales data provided by The Hut Group into SAP to ensure sales and inventory movements are accurately captured
  • Ensure these reports (Excel) are accurately converted into a format that can be loaded into SAP with no errors
  • Liaise with Commercial to correct any product master data queries
  • Liaise with The Hut Group to manage the return of any consumer returns sent back to The Hut Groupback to the warehouse for processing
  • Work with the Finance team to ensure that consumer sales are reconciled accurately including all returns and credits
  • Process orders for replenishing stock to The Hut Group warehouse, and provide communication to them on any product shortages
  • Work with Eddie Stobarts to manage these deliveries to The Hut Group, and help resolve any issues with deliveries.

Principal Role Responsibilities (Core business):

  • 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  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue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

  • 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
  • Degree level

Preferred

  • FMCG experience
  • Intermediate Excel skills
  • 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.