Customer Service Executive

Our Client is a global chemical supplier and manufacturer. They currently have a vacancy for a Customer Service Executive. This position is a hybrid role and will be part office based near Chertsey and part home based. (Minimum 3 Days per week in the office and maximum 2 days per week at home). It is a full-time permanent role.

Job Purpose

• As a Customer Service Executive you are in daily direct contact with international customers and you act as a critical liaison for the business teams
• In this role you will work in partnership with Sales, Supply Chain, Planning and Logistics partners to deliver satisfaction to customers.
• The Customer Service Executive manages the entire order-to-cash process. (The order-to-cash process includes all the steps from when a customer places an order to when the company receives payment).

Key Responsibilities

Own the End-to-End Order-to-Cash process and drive results:

• Manage & execute the order-to-cash process with operational excellence
• Operate as 'Point of Contact’ for the appointed customer portfolio (external / internal)
• Process customer orders according to policies and manage through delivery
• Actively monitor open orders to ensure delivery to customer satisfaction
• Interact with customers pro-actively upon disruptions in the order-to-cash process (i.e. based on material availability, transportation issues) and drive resolution
• Monitor monthly forecast consumption by pro-actively managing customer order patterns and address issues to the demand / S&OP (sales and operations planning) interface
• Ensure proper documentation and compliance for export orders

Build Relationships:

• Develop and maintain solid business relationships with the customers to understand customer business needs and expectations
• Interact with the broader internal and external Company network, i.e. Sales, Supply Chain & Planning interfaces, (S&OP, demand, warehousing, logistics), and 3rd party service providers in order to meet required customer experience levels
• Interact & collaborate with the Finance team to align on rebates and cash collection

Drive Continuous Improvement & Enhance Quality:

• Suggest & collaborate on simplification initiatives to enhance (parts of) the current order-to-cash process
• Initiate and process customer complaints in line with the complaint management process, including follow up on potential returns, internal progress and closure of the complaint with the customer

Qualifications & Experience

• Solid professional experience in a B2B environment. (Experience in a chemical company is desirable but not essential)
• Strong communication skills with a customer focus mentality
• Ability to multitask in a dynamic business environment
• An eager-to-learn attitude and open to act on change
• Have a can-do mentality with excellent problem-solving skills and an analytical mindset
• A friendly team player and at the same time an autonomous individual contributor
• Highly organised and accurate
• Flexible and pro-active personality
• Navision knowledge is a plus but not essential
• Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Fluency (oral & written) in English is essential

In return our Client is offering a competitive package including a basic salary of £30,000 - £35,000 per annum, (salary is negotiable and dependent on relevant experience), plus benefits which include private health insurance, company pension, death in service insurance and discretionary bonus.

Please e-mail your C.V to Lorraine Roger, Director at Atom Recruitment Ltd.