Customer Service Representative

Job Title: Customer Services Representative

Location: Wolverhampton - Onsite working

Working hours: Monday - Thursday 8:00 - 16:45 and Friday 8:00 - 12:00

Pay Rate: £17.50 Per Hour

Duration: 6 Months - Poss extension

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Do you have a strong customer focused background? IT Literate? Experience dealing with face to face? This could be the perfect fit for you!

Adecco are recruiting to work on site with our client Collins Aerospace as a Customer Service Representative. You will be required to work onsite, Monday to Friday.

Role summary:

This position is for a Customer Service professional within the Aftermarket Environment. This will entail responding to/hosting customer calls and inquiries to provide the customer with updates on their orderbook whilst ensuring smooth Customer Service operations. Highly motivated individual with excellent attention to detail, background in decision making and taking responsibility. Ability to use own initiative. Operates with the highest level of personal integrity.

Principle Accountabilities:

• Drive a culture of Customer First in all customer interactions with Collins Aftermarket Service Team


• Manage a portfolio of customer in the Aftermarket area (MRO and/or Spares) as primary point of contact


• Be responsible for enhancing customer information, communications, and documentation to improve service levels


• Pro-actively work within a multi-disciplined team that meets Customer expectations and deadlines.


• Work independently to confer with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, create and manage quotations, obtain or address customer complaints & assist in resolution on account disputes


• Schedule/Order management - Agree and manage customer delivery requirements with the Operational Team ensuring requirements and commitments are understood by all parties. This includes complex paperwork related to orders for specific Customer requirements (MOD doc, Export/End user etc.) and the order placement, amendments, quotations, expediting & release.


• Complete RFQ/PO/Contract reviews to ensure compliance


• Understand the contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met & we are compliant


• Use organization and product knowledge to address more difficult inquiries and provide follow up. Respond independently to call or emails to customers to provide follow-up on inquiries, deviating away from script.


• Develop documentation and standard work to solve difficult customer issues / requests / complaints. Direct queries to appropriate department or personnel, as needed.


• Monitor adherence to agreed schedules, manage customer expectations and issue regular status reports. Prepare and issue performance charts for key customers. Proactive identification of operational performance issues on quotes, orders, returns ensuring appropriate issues are escalated in timely manner


• Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.


• Report issues through QCPC (turn back procedure)


• Resolve invoice queries to collect cash


• Work in a manner that adheres to all the companies Ethical Standards, Information Technology Policies, People Philosophies and EH&S Policies and Procedures.


• Demonstrate an understanding and participate in CI/ Lean activities. Drive improvements within the team and processes where possible.

Essential:

• Face to Face Customer Service experience


• IT Literate


• Excellent attention to detail

Desirable:

• Aerospace background


• Experience using SAP

If you feel this position would be of interest, please APPLY NOW using your most up to date CV. If you do not hear back within 5 working days, please assume that unfortunately on this occasion your application has been unsuccessful.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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