Description

     Customer Service Representative

JOB DESCRIPTION AND OBJECTIVES – 

Reporting to the Customer Service Manager the job holder will be expected to deliver optimum customer service.

To be successful in the role you will need to have high levels of organizational skills and time management to accurately project manage customer orders.

The job holder will be responsible for the day-to-day management of the customer requirements, and clear communication will be key to success, as the role requires regular dialogue with customers and internal business functions.

In the role you will project manage New Product Development through the business to meet the expectations of the customer, working within estimated time and cost.

As part of the Customer Service team, you will be required to aid the decision-making process and contribute towards best practice within the department as the Customer Service team is charged with delivering supply solutions in a cost effective and timely manner.

TASKS INCLUDE.

• Daily management of the customer requirements.
• Accurately inputting all sales orders and job tickets.
• Project Manage customer orders to meet customer expectations, working within estimated time and cost.
• Accurately update and communicate any changes to the customer delivery date.
• Responsible for ensuring all artwork approvals and colour targets are received in a timely manner in line with the production schedule.
• Proactive communication to Customers in all aspects of business, including regular telephone contact, visual Teams meetings and accompanied visits.
• Awareness of any changes in technology / components relating to customer requirements.
• Maintenance of a safe environment and support for the site safety objectives.
• Attendance and proactive contribution to the Customer Service Team, Tier 2 and Planning meetings.
• First point of contact for quality issues reported by the Customer
• Compliance to the site environmental standards and support for the site objectives.
• Adherence to training learnings to encourage a consistent “one way of working” approach to the day-to-day tasks.
• The pursuit of best practice by improving internal customer – supplier relationships.
• Attendance and input into Artwork/New Product Development meetings

GOALS.

INTEGRITY:-

• Ensure business is conducted legally, ethically and within the law supporting the framework of ISO 14001(Environment) and OHSAS 18001(Health and Safety).
• Create a safe working environment and participate in local risk assessments and mitigation.
• Conduct the day to day business with integrity and accountability.
• Conduct business in accordance with SOX requirements.

PASSION:-

• Support the change management process by delivering local and team objectives in a timely and structured manner demonstrating a positive attitude.
• Support customer brands by value engineering their products and offering differentiation through quality and service.
• Reduce the number of internal non-conformances through trending and the implementation of systemic fixes.
• Acknowledge individual endeavour and success.

CREATIVITY:-

• Encourage continuous improvement by the development of local systems whilst working to Lean principles.
• Demonstrate creativity and flexibility through creative thinking. Encourage flair and forward thinking.
• Use the wider supply chain to bring about greater product offering.

PERSEVERANCE:-

• Clearly communicate team and individual goals.
• Drive the business goals through the team and management forums demonstrating leadership and focus.
• Demonstrate the ability to accept mistakes as learning whilst discouraging repetitive errors.

ACHIEVEMENT:-

• Differentiate Multi Color from its competition by delivering excellence in Quality, Cost management, Service and Technical excellence.
• Encourage a “Promotion from within” work environment by developing individuals and teams.
• Celebrate success with individuals and the wider team.