Customer Service Specialist - French speaking
Avery Dennison
- High Wycombe, Buckinghamshire
- Permanent
- Full-time
- Accurate and timely entry of orders onto the order management system.
- Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress.
- Checking progress, lead-time and quantity for each order.
- Liaising with planning/purchasing to ensure customer orders are prioritized and progressed appropriately and service levels are met.
- Ensuring clear and correct dispatch instructions, i.e. terms of delivery, forwarder details, are provided to the dispatch team.
- Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.
- Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.
- Running and monitoring back order reports for designated customer base (daily or weekly depending on the area).
- Proactively supporting Sales with specific campaigns, this may include contacting existing customer base with special promotions.
- Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales.
- Liaising with Credit Control/Finance to resolve all invoice queries.
- Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.
- Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
- Maintaining accurate and up to date customer records and price lists in the systems.
- Collating information and producing reports as required.
- Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency.
- Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence.
- At least 2 year’s customer service/administration experience, preferably within a business to business environment.
- Essential to have good working IT skills - Experience of using an in-house database and MS Office packages is essential.
- Professional, articulate, good verbal communication
- Strong administrative and organisational skills.
- Results-oriented with a can-do attitude
- Excellent time management and planning skills
- Team player who is supportive of others
- Able to work under pressure, manage key objectives and work to targets
- A completer finisher who delivers winning results
- Able to work on own initiative without direct supervision
- Able to make decisions and demonstrate a sense or urgency where required
- Experience of liaising with customers / internal departments located outside the UK would be an advantage.
- Benefits including pension scheme, private medical cover, Employee Assistance Programme and life assurance