Customer Service Specialist

Passionate about providing the best customer service? Do you possess strong communication skills with a positive attitude? Do you want to work for the UK’s leading manufacturer of decorative surfaces and laminate worktops?

We are currently searching for a Customer Service Specialist.

We’re proudly part of Wilsonart Engineered Surfaces, driven by a mission to create surfaces people love, with service they can count on, delivered by people who care. We are dedicated to getting our customers what they want, when and how they want it and take great pride in manufacturing and providing the most innovative and on trend Kitchen and bathroom surfaces.

Principal Purpose

To provide internal support to key accounts within the Wilsonart business. Working with the account managers to provide professional support to the customer and be the day to day go to person for the account for orders, active sales and promotions and samples.

Be the day-to-day contact for all customer accounts. To validate orders for customers ensuring they are accurate. Maintain and report on opportunities and sales for customers

To delight the customer with responses to their needs quickly and accurately. To ensure the customer has a positive experience in dealing with Wilsonart.

Principal Elements

Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates

Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours

Working closely with the planning teams ensuring order intake is achievable based on production capacities.

Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.

Provide Administration support in reporting to customers on a weekly basis

Managing email queries, email inboxes and post

Receiving Inbound calls from End users looking for product and installation advice advising accordingly

Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement

Promoting the desired business culture, business ethics and business initiative

Adhere to company rules and regulations

Other duties as reasonably assigned by your manager

Job Context/ Key Challenges

• Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value

Supporting systems development

Knowledge and Experience Key attributes:

Essential:

• Previous Customer Service Experience, particularly within a manufacturing environment.
• IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
• Strong planning and organizations skills
• Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:

Knowledge of Epicor or SAP.

Qualifications:

The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths, ideally Level 3+ qualifications, A Levels and preferable a Degree or equivalent.

Candidates should also be highly computer literate, with experience of using Microsoft Software and ERP packages and must have excellent communication skills, both verbal and written.

Location

Shildon

Performance Measures

Annual appraisals to be undertaken by the UK Customer Service Manager and objectives set for the forthcoming year.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation from time to time.

Health and Safety

All employees have a duty to take care of their own health and safety and that of others who may be affected by specific actions at work.

Employees must co-operate with the company on all aspects of Health and Safety to meet the legal requirements as outlined in the company H&S policy and procedures.