Customer Service Representative

30 Apr 2021
28 May 2021
Contract Type
Full Time
Do you have customer service experience within an Engineering/ Manufacturing environemt? Have you been responsible for entering quotations and orders onto SAP? if so, continue reading!

Customer Service Representative
Engineering and Manufacturing
GBP34,000 - GBP38,000 per annum plus benefits
Mon - Fri
Witton - Birmingham

Job Overview
Reporting to the UK Sales Manager the role is responsible for entering quotations and orders onto the SAP system. Will ensure customer and the clients orders are in line to include Inco and payment Terms obtaining written acceptance from customers where these do not align to ensure SOX compliance.

Job functions

Responsible for the Customer service matrix
Will work in line with the daily, monthly and quarterly targets that are set working closely with the plants to ensure these are achieved and improve quarter on quarter
Work closely with Key Account Managers to support the sale of inventory and slow-moving stock as well as assisting with finished good allocation and sales.
Work with Finance and Key Account manager to administrate and follow up within the business to ensure the business process of INCOTERMS / PAYMENT TERMS are adhered to.
Ensure Daily that all enquiries are listed on the customer relationships module and that all enquiries are followed up and feedback communicated internally to the commercial senior management team and key account managers.
Responsible for informing customers of any potential problems with their orders or if delivery dates cannot be met. Checking to see if there is any alternative, we can offer to avoid delays for them
Responsible for calculating weight/prices and entering SAP quotaions and monitoring Customer quotations through SAP and orders, obtaining technical assistance if required. General quotations that do not require technical assistance to be answered within 24 hours
Ownership of quote activity with quotes reviewed, obtaining feedback from customers regarding competition prices, lead times and also enquiry status. Will assign lost quotes specific reasons for non-conversion to order from information provided.
Will provide customers full support (via emails, phone calls) for all inquiries and be able to follow up promptly
Responsible for reviewing new purchase orders and ensuring alignment to the quotation
Will input new orders into the SAP system and Performs a contract review based on the rfq or the order checking and completes order verification sheets:
Inventory availability and production capacity / lead-time
Pricing and terms & conditions
Will be working closely with various departments including: procurement, production, engineering, quality, finance
Work with customer and internal finance to ensure payments are getting issued on time. Follow up with customer and report out results.
Work with the main plants and service Centre's on Excess & Obsolete (E&O) reduction - attending meetings when required
Responsible for the compilation of weekly order books for customers where required
Will support in the training and development of other team members where required
Responsible for completing order verification sheets
Will raise complaints credits/debits when necessary
Yearly price update on all contract orders
Progress chasing where required by customers
Raise Toll Process orders via the SAP system

A-Level or Equivalent in relevant subject desirable
Will have strong computer skills, including all MS Office applications, and preferably SAP applications
SAP knowledge is a plus

Will have worked in a customer facing role for a minimum of 5 years
Will have worked in an administration role for a minimum of 5 years
Will have experience of handling multiple tasks concurrently and work effectively in a fast-paced environment
Will have high attention to detail to be able to translate customer requirements into relatively complex order instructions for the manufacturing plant
Will be able to demonstrate the ability to effectively organise and track open quotes, including direct customer call back and gathering relevant feedback on quotations
Technical Competencies

Will have the ability to understand and identify material specifications
Will be able to demonstrate knowledge and use of Quality Management Systems
Good understanding of internal policies and international transport rules (price policy, Incoterm, Code of Conduct)