Customer Service

Please note this role is a hybrid role based in Hayes Middlesex and as you can see a full job description and we need to see a similar job description on your cv

We are looking for a good customer service person able to deal with the process from start to finish

Please note I need the below in your spec if you have done this and also we can not have any gaps in your cv if you have any please fill in what you have done even if it is looking for work

I will get back to you by email if your cv matches the role and thank you for your time

Please do not call only email me and we will get back t you and again thank you for your time

• The Customer Service Specialist supports operational fulfilment of the business and provides outstanding customer service to our external customers and represents the voice of the customers internally.

The CSS is the first point of contact for operational topics towards the customer and supports regular customer reviews and visits, provides accurate status reports to customers, generates and sends written quotes and provides resolution of any contract or customer issues/problems.

• The Customer Service Specialist works closely with the Production and other business stakeholders to support internal and external queries on a day to day basis to ensure complete Business Project fulfilment with superior results in customer satisfaction.

· The main objectives for this position are timely and accurate communication internally and externally ensuring the highest levels of internal and external customer satisfactions and supporting profitability targets of the Business Projects. Duties and Responsibilities Communication & Relationship Management (Internal & External)

· Own and manage Customer Support email inbox for Fulfilment.

· Be primary point of contact between internal and external customers.

· Perform daily routine customer follow up regarding in house work. Update and maintain database systems with information to provide customer feedback in a timely manner.

· Attend and participate in Production/Operation meetings as necessary. Provide customer requirements during the meetings.

• Proactively prepare and send to customers comprehensive status reports on a weekly basis or more frequently, as required.

· Coordinate schedules with the customer and provide delivery updates.

· Send Missing & Damage information to customers.

• Coordinate On-Wing Support events with the customer and the On-Wing Support team

. · Check customer orders for compliance with customer contracts and Business Project expectations and communicate deviations to the affected stakeholders.

· Enter all customer warranty claims into the company’s QA database and manage the warranty process.

• Successfully manage difficult situations and resolution of issues/problems without supervision

. · Analyse customer complaints and provide appropriate corrective actions.

• Develop and maintain external customer relationship, organize customer meetings and customer visits.

· Develop and maintain internal customer relationship. In particular with production, engineering, finance, quality, stores and logistics colleagues. Business Project Administration & Logistics Coordination

· Open and close Sales Orders# Update

JOB DESCRIPTION

• Enter all new customer orders into the company’s ERP and tracking systems.

· Manage the day-to-day administration of customer orders and Business Projects, both internally and externally

. · Create Delivery Notes and coordinate with Logistics to ensure that customer requests for any shipping instructions are met. Follow-up with customer and provide shipping details. Commercials & Profitability

· Own and manage quotations logs.

· Work with the Finance Department to provide job costing paperwork to the Invoicing team.

· Ensure customer quotes are prepared and sent to customers on a prompt and timely basis.

· Follow-up and make speedy alignment with Parts Solutions Manager and other Business stakeholders for quotes related questions

· Follow-up quotes approvals by customers.

· Participate in internal contract and Business Project review meetings.

· Review invoices for each Business Project, ensuring maximum revenue and profitability as allowed per agreed pricing conditions.

· Ensure contract and Business Project margin targets are met by working closely with Parts Solutions Manager.

· Manage past due invoices. Continuous Improvement & Other Duties

• Record frequently escalated topics and analyse areas for improvement.
• Take initiatives for process improvements.

· Perform other duties as required by business needs.