Customer Services Executive

Contract Personnel are recruiting on behalf of a well-established, valued and trusted supplier of packaging materials in the food industry here in Norfolk. Due to continued growth our client is looking to recruit a Customer Service Executive to join their team on the outskirts of Norwich. 

The role will keep you challenged and busy! It encompasses liaison with sales and customers; the input of technical and detailed orders for our production and manufacturing teams; and liaising with warehouse and office administration teams. Our client is looking for a proactive, professionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders.

Direct Role Responsibilities

• Create good working relationships with colleagues, managers and external suppliers.
• Validate and process customer orders using our in-house operating system. 
• Record accurate information and determine required course of action, referring to the relevant departments (as appropriate) over issues where the relevant technical or practical experience is required to make a sound judgement.  
• Provide up-to-date accurate stock figures and other progress information as required.
• Effectively and politely communicate with internal and external contacts to ensure customer enquiries and queries are dealt with in a timely manner.

• Constantly review standards and working practices to achieve and exceed targets.
• Pre-empt issues through effective communication.
• Contribute towards improving customer service standards by highlighting issues and offering solutions.
• Have an understanding of working within the food sector and basic understanding of BRC certification

Indirect Role Responsibilities:

• Ensure online documents and paperwork are accurately filed/stored maintaining a tidy office environment.  Archive where appropriate.
• Prioritise workload in line with production requirements to ensure agreed timescales and deadlines are met.
• Communicate with relevant parties the status of any ongoing work.
• Create an accurate record of pending and completed work.
• Ensure a high standard of housekeeping is maintained.
• Assist with training of colleagues as required
• Undertake specialised training when required.
• Completion of ad-hoc duties to meet the needs of the business, subject to appropriate training.
• Maintain and manage a busy email inbox.
• Undertake any tasks requested to aid smooth running of the department.

Technical Knowledge:

• Be able to read and understand sales and customer requirements.
• Understand the production requirements.
• Understand the basics in all major printing and conversion processes.
• Suggest improvements to the processes and sales standards where applicable.
• Demonstrate an active engagement whilst constantly looking for ways to improve the processes to drive commercial benefit

Experience:

• The ideal candidate will have a minimum of 3 years customer service or administrative support in manufacturing and especially the packaging industry.

• Good attendance and time keeping.
• Ability to multi-skill between tasks where trained or experienced.
• Good organisational and self-motivational skills.
• Ability to work on own initiative without supervision.
• Knowledge of Microsoft Office packages would be an advantage, especially with Excel & Word.
• You will need to produce certification to evidence your literacy, numeracy and IT skills.
• You will need to evidence you are eligible to work in the UK.

Qualifications:

• GCSE level mathematics and English are essential
• A level mathematics and English desired