Salary: £20-21K (1 year contract)
Location: Farnham, Surrey
Language: German
Key Responsibilities and Accountabilities,
1. Answer calls, query management – fielding queries and relaying messages, order progressing, customer order histories, handling of all customer queries and referring where/when necessary, complaint/returns, assisting with and referring technical queries.
2. Processing incoming export orders – data entry, raising and despatching to warehouse, filing backorders, advising warehouse of orders to be despatched, order acknowledgements, raising back orders upon receipt of stock, monitoring orders and keeping customers informed.
3. Co-ordinate deliveries, arrange Freight Forwarders, arrange collections, develop and work on communication with customers and forwarders.
4. Relay and co-ordinate hazardous information, raise export documentation.
5. Administrative duties, general customer correspondence, order status, commercial invoices.
6. Co-ordinate large literature requests with Marketing and Distributors.
7. Outbound calling, courtesy customer calls, proactive calls, sales campaigns.
8. Complaints and Returns, taking details from customer, log on system and referring to quality, arrange collections when required and advising the warehouse, arranging credit notes, closing out complaint upon receipt from Quality.
9. Gathering Data/Marketing info – logging and delegating as appropriate.
10. Sales Team assistance – customer order histories, up selling, appointment management, exhibition and sales meeting attendance, customer visits, identify opportunities for BM’s run reports as required.
11. Build relationships with Warehouse, Production and Quality Departments.
12. Communicating with warehouse – checking stock availability, chasing orders, urgent requests, co-ordination of deliveries and associated paperwork.
13. Production – update production on large orders and maintain flow of information between departments to allow for proactively with backorders.
14. Quality – forward and discuss quality issues and certification, respond to customers where required.
15. Understanding of Inco terms, Customs and Excise requirements, Export Documentation requirements an advantage but not essential.
16. Credit Notes – generating product/service credit notes when applicable.
17. Compiling and report Key performance indicator data and information.
Dimensions/Territory/Scope/Scale indicators:
The Customer Service Export Representative will typically interface with a wide variety of interested parties. These will include
· Customers/Distributors – both face to face, telephonically, written correspondence.
· Internal Customers esp. the Sales, Marketing, Accounts, Production, Quality and Warehouse Teams.
· Typically office bound but can be required to investigate all areas of the business including clean room environments.
Personal Specification:
German National or German speaker
Inco terms, Export Licences, Dangerous Goods Requirements, Experience in all export paperwork esp. those relating to Dangerous Goods, Customs and Excise an advantage but not essential.
Freight Forwarder Negotiator
Good administrative skills
Excellent communication skills
Confidence, Commitment, Reliability
Self-motivated, Initiative taker, Opportunity identifier
Mature outlook, Team player, Ambition
Personable, neat
3 + years experience in a customer service environment
Ability to work under pressure and to deadlines
Other Details:
Hours: 8.30h-1700h
Breaks: lunch 1 hour between 12h00 – 14h00
Holidays: 20 days
Free parking
ONLY APPLICANTS RESIDING IN THE UK NEED APPLY!!!
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