Export Customer Service Executive in Evesham.

Client Details

My client is a well established family-run organisation, who have an urgent requirement for a Export Customer Service Executive for their modern offices in Evesham.

Description

Outline:

An exciting opportunity has arisen for a Customer Service and Sales Support Executive to join a busy Customer Service team. In this role you will be required to work with Key Overseas Customers, Distributors, liaise with factories with the objective of ensuring on-time delivery of all direct shipments. In addition to this you will also be required to support Export, Web Retail, Trade and Hospitality teams. Adaptability and flexibility are key traits required for this role, as daily priorities will be governed by work volumes across all the different sectors.

Key Responsibilities:

• Handling a high volume of inbound customer contacts (email and phone).
• Process customer orders via the company's ERP system. Undertake contract review and provide order acknowledgement as required.
• Process and place direct shipment orders via the company's ERP system.
• Managing multiple direct customer web portal systems and adhering to individual customer process requirements and SLA's.
• Monitor the progress of direct shipment orders to ensure on-time delivery. Pre-empting problems, acting and expediting as required.
• Act as regular liaison between the company employees and factories in Asia.
• Act as regular liaison with major overseas customers. Receive and respond to customer requests for changes in order quantities, re-scheduling deliveries or advice on lead times.
• Ensure that requests for product information and samples are despatched in a timely manner.
• Monitoring buffer stocks with factories in Asia.
• Advising customers of supply changes and updating customer web portal systems with shipping documents in a timely fashion.
• Liaising closely with International Sales Managers to manage customers' expectations, maintain desired supplier ratings and deliver outstanding customer service.
• Order and co-ordinate the timely shipping of labels and ticketing materials to factories for customers' orders.
• Sales Order Invoicing (strictly adhering to individual customer processes)
• Look for ways to improve process efficiency or service offering and enhance the company's status as an 'A Grade' supplier.
• To undertake a regular programme of proactive outbound calling, contacting key distributors and customers, following up on quotes provided and sales leads.
• Call Forwarding and Reception Duties, meeting and greeting visitors to site, general post and franking duties.
• Co-ordination of key information required for new customer account setups.
• Ownership of 'step by step' training material for this role, ensuring it is regularly reviewed and updated.
• New business project work and research projects

Profile

Exceptional planning and organisational skills.

• A methodical approach to managing workload with the ability to prioritise and at times to work under pressure and to deadlines.
• High levels of accuracy and attention to detail are critical in this role.
• Excellent communication skills both written and verbal. A good standard of written English
• Liaising with Overseas customers and suppliers
• A relationship builder who understands the need to build productive working relationships and the need to maintain high levels of co-operation and communication with the sales team.
• Ability to work under pressure while maintaining good judgement and decision making.
• Strong problem-solving skills.
• Knowledge of Export, with a thorough understanding of export documentation:
• Country of Origin, Certificates of Conformity, Bills of Lading, Packing Lists.
• Knowledge of liaising with Freight Forwarders.
• Computer literate
• A good understanding of what an ERP system does and background in using sales order, purchase order, consignment and stock management modules.
• Experience of using customer, web-based purchasing and shipping portals.
• Excellent Microsoft Office (Word, Excel, Outlook) skills.
• Ability to work efficiently across different time zones (East and West).

Job Offer

Additional Requirements

• Given the nature of the role, you will be expected to work over the Christmas holiday on a rota basis. There will also be a requirement for you to work additional hours during busy periods and time in lieu will be given for this.

This is a role that requires flexibility, and following full training, you will also be required to provide daily support to the Web Retail, Trade and Hospitality teams and any other additional tasks dependent on business needs

Benefits / terms:

Full-time, permanent position.

24 days holiday + 8 statutory

9:00am - 5:00pm Mon - Fri 37.5 hours

Salary Competitive

To apply please submit your current CV.