Customer Service Representative

Delivery of a customer focussed service, whilst meeting all Health & Safety, Quality, Delivery, Cost and Morale targets.

Building strong customer relationships, in order to drive continuous improvement of the Sales Administration function.

Processing and analysis of customer requirements into MRP system. Effective communication of changes to both internal and external customers to enable accurate material ordering and On Time Delivery to the customer.

Main duties and responsibilities:

• Instill, reinforce and drive a customer focussed mentality within the team

• Deliver high quality customer service and drive the team to deliver customer requirements, whilst maintaining profitability

• Timely processing and analysis of customer orders / schedules • Contacting customers to understand and challenge any schedule variances

• Identification & communication of supply shortfalls and ensure mitigation is in place to minimise effects to customer

• Liaise with other personnel across the Hendrickson group as necessary to ensure the customer requirements are met

• Maintaining and updating sales and customer records

• Processing of customer returns, debit / credit note requisitions and customer contract / pricing updates • Support cost reduction initiatives and new product developments

• To process all stock and non-stock purchase orders in accordance with departmental procedures, ensuring all FOC orders are properly authorised

• Effective management of transport costs

• To support customer run-down on engineering change / NPI projects as required

• Provide up-to-date analysis and reports illustrating Customer and business performance and forecasts to support business initiatives o Compiling monthly sales reports, including SOP & monthly forecast o Compiling of monthly KPI’s (Including OTD Analysis & BOS Chart)

• Organisation of transport for internal and external customers

• Ordering & tracking of Customer packaging

• Supporting Customer Packaging Stocktakes

• Updating / liaison of Customer packaging standards • Updating of shipment diary

• Creation of picklist & shipper for despatch team

• Creation of commercial paperwork including packing lists & commercial invoices

• Submission of ASN’s • Support customer asset counts

• Customer packaging lease management Daimler Identify, monitor & resolve process gaps

• Use problem solving tools & techniques to Investigate causes of deviation from process

• Effectively manage team members in line with company policy and procedures.

• Develop & implement training/development/gap analysis /plans/contingency plans for all TM’sAdherence and updating of the IATF16949 standards (work instructions) incl. audits

• Carry out reasonable additional responsibilities as requested by the Company