Address
Form of work
SalarySpanish speaking Customer Services (must be FLUENT in both English and Spanish)
Based in Watford/Home Hybrid 3/2
Full Time 37.5 per week, Monday to Friday 8 to 4 pm with 30 minutes lunch break
Key Responsibilities:
- To manage customer orders (with an increasing emphasis on electronic orders) from order entry to billing; using telephone, e-mail and fax to provide our customers with an efficient, reliable service
- To respond effectively to queries relating to customer orders and deliveries
- To manage deliveries in line with customer expectations, liaising with 3rd party warehouses and other supply chain contacts
- To resolve customer complaints and invoice queries
- To raise credits & adjustments on customer accounts and to liaise with credit & collections to ensure any outstanding customer deductions are resolved in a timely manner
- To be in regular contact with our Sales Account Managers and to ensure relevant information relating to customer orders & deliveries (especially changes to expected customer demand - abnormal orders, postponed or cancelled deliveries, etc) is communicated in a timely manner
- To understand the operational requirements of key customers (key contacts, delivery specifications, booking requirements, etc)
- To implement process improvements which will improve operational effectiveness and enhance profitability
- To ensure that customer account records are kept up to date for audit purposes
- To identify and resolve with the data management team any master data errors affecting the process
- To provide support for other members of the team
Qualifications, Skills & Experience:
- Proven customer service or logistics experience and an ability to liaise with different contacts in the organisation
- Excellent communication skills with both oral & written fluency in English
- Fluent Polish
- An ability to work on own initiative and as part of a team (team spirit)
- Forward thinking and open to new processes/process improvements
- Familiar with electronic communication and workflows (lotus notes, databases, etc)
- PC skills - competent on Lotus Notes, Excel, Word and PowerPoint
- SAP experience would be an advantage
- An ability to prioritise workload and manage time effectively
- A pro-active and flexible attitude
- An ability to work under pressure and to tight deadlines when required
