Customer Service Executive

Role & Responsibilities

• Coordinating the activities of all departments (Production, QC, Accounts, Sales, Warehouse, and Transport) involved in the order fulfilment process.
• Ensuring the order is accurately entered in the SAP system/relevant IT business system and progressed.
• Providing timely and accurate information about the order to the customer.
• Checking product availability and liaising with factories to ensure fulfilment of the order on the customer's required delivery date.
• Creatively identifying possible solutions in the event of insufficient product availability.
• Ensuring compliance with Croda's credit control policy. Promptly, firmly, but politely informing customers of any credit or account issues that are preventing acceptance or progression of an order.
• Keeping customers informed of any changes in the timing of their orders due to production or other problems.
• Helping to reduce slow-moving stock and working capital by regularly reviewing concessionable stock and persuasively offering this stock to suitable customers.
• Helping to maximise revenue collection by regularly reviewing blocked and outstanding orders.
• Supporting improvement of the order fulfilment process by raising issues and contributing suggestions at team and department meetings.
• Promptly dealing with any complaints a customer may raise.
• Deputizes when required, coaching and advising fellow team members to solve problems, liaising with the allocated manufacturing site as necessary to resolve supply issues.
• Super User for one or more elements of the SAP-SD module/relevant IT business system; provides training to other employees as needed and acts as the first level of user support.
• In some locations, performs system testing as required by the SAP team and liaises with the SAP team concerning new configuration, functionality, and system improvements.

Preferred Candidate Profile

• Ability to communicate confidently and effectively both on the telephone and in writing
• Self-motivated and able to work to tight deadlines
• Familiar with MS Office and competent in SAP/relevant IT business system
• Flexibility and attention to detail