Customer Service Representative - Spanish Speaking

We are working on behalf of a global engineering and print manufacturer based in Norwich. Due to continuous expansion and success they have a new opportunity for a Customer Service Representative based in Norwich to support the company's customers based in UK, Spain and South America. As well as a competitive salary the company offer an excellent benefits package including profit share

The role is a permanent position working 38 hours a week, Monday - Friday.

The hours of work for this position will be between 7.30am - 9pm and will be flexible and discussed with the successful candidate.

Key Accountabilities
This position serves as the company's day-to-day intermediary with its customers in both label order administration as well as contract administration.
Professionally facilitating the label order and contract life cycle process, the Customer Service Representative provides customer support from order inception through shipment.
This team member is a customer advocate to the organisation and, in addition to label order entry and contract administration, fields customer complaints, queries and issues that may arise.

Key Duties and Responsibilities

Essential Duties and Responsibilities include but are not limited to the following as other duties may be assigned:
Validate and process label artwork requests
Accurate Item Master file creation and maintenance
Label order life cycle facilitation; internal and external communication
Label administration support to agents and Partners
Contract administration support to agents and Partners
Initiate and/or modify customer set-up data through agreed-upon process ensuring accurate Customer Master file management
Ensures the day to day operational objectives of the department are prioritised
Adherence to and compliance with ISO 9001:2015 processes and work instructions
Actively contribute to achieving departmental objectives, metrics and targets in support of the Corporate Strategic Goals and in line with the Department Business plan.
Create and maintain market or transaction specific 'critical procedure' documents and work instructions
Assist in Business Process Improvement and/or Continuous Improvement initiatives and projects as required
Raise Corrective Action/Preventative Action (CAPAs) to record customer complaints
Assist with the investigation and successful resolution of CAPAs with a view to continuous improvement
Raise Credit Notes when required
Manage label inventory levels as directed by Customer Service Supervisor
Process contract or equipment requests (AR/ERs) by inputting contract-related data in order to accurately set-up and generate customer contracts
Use the CRM to communicate pertinent customer interactions to the Sales team
Use the Business Information tool(s) for reporting requirements
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies and should be able to perform each essential duty satisfactorily:

Customer Service - Responds promptly and professionally to customer queries relative to label orders and contracts; able to accurately input data in ERP system and follow agreed-upon process so that business, agent and customer needs are met. Builds professional relationships with colleagues, customers, agents, service providers.
Interpersonal Skills - Exhibits drive and enthusiasm for Customer Service excellence; demonstrates a professional demeanour; is able to multi-task and operate effectively in a time-sensitive environment.
Organisational Support - Ability to communicate and liaise in a courteous manner within the department and inter-departmentally; supports company objectives.
Quality - Demonstrates accuracy and consistency while following process through various tasks and projects.

The successful candidate will demonstrate previous experience in customer service functions ideally within a manufacturing environment
The successful candidate will able to speak and write fluently in Spanish in order to support the company's overseas customers and agents
Ability to work with system-based ERP applications with an emphasis on detail, spelling and accuracy is required
Good computer skills comprising of proficient Word and Advanced Excel
Ability to apply basic concepts for figures and spreadsheets is required
Good communication skills
Current driving license
Technique Recruitment Solutions are a specialist Engineering Recruitment Company based in Norfolk