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Customer Service Advisor 1 1 1 1

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Date: 08-Jan-2019

Location: Mold, FLN, GB

Company: Tate & Lyle

Role Purpose:  Promote a positive and professional brand image of Tate & Lyle through the provision of world class customer service and the accurate end-to-end management of all sales orders on time, in full and without error.  Build effective and respectful internal and external relationships with a view to playing an active role in team-working and shared focus on efficiency and effectiveness for the benefit of both the customer and the company.  To capture and report any customer-facing issue and resolve fully to the customer’s satisfaction. To take personal responsibility for achieving KPI targets and managing own performance.

 

Main Accountabilities:

  • Accurate input of customer orders via Oracle (ERP system)
    • Same day acknowledgement of orders
    • Ensure all orders are released to planning within 24 hours or escalated to line manager
    • Confirmation of orders within 48 hours
    • Right first time data entry of delivery address, packing & labelling instructions
  • Complete ownership of customer orders and provision of excellent experience
  • Keeping customer informed of delivery dates, updates or problems, working with them to ensure an acceptable solution is found
  • Answering incoming calls
  • Efficient resolution of customer queries
  • Capturing and logging any customer-affecting issue within T&L quality system including customer returns
  • Management of Perfectly Executed Order (PXO) performance on-time, in full, no errors,  no complaints
  • Maintain accurate records
  • Develop and maintain excellent relationships with customers and colleagues across T&L
  • Comply with all legal and company Health and Safety requirements
  • Carry out responsibilities / duties so as to ensure food safety, legality and quality
  • Any other tasks required to provide world class customer service to our customers
  • Willing to travel occasionally for training, meetings and customer visits

 

The desirable candidate will demonstrate the following competencies:

  • Professional customer service expertise
  • Self-motivated , pro-active team player
  • Ability to multi-task and work accurately under pressure
  • Excellent communication skills
  • Good verbal and written communication skills including email
  • Excellent telephone manner
  • Good knowledge of MS Office
  • Knowledge of Oracle / SAP an advantage but not essential – full training will be given
  • Problem solving skills
  • Decision making skills
  • Results orientated and target focused
  • Willingness to work with others in a flexible and positive manner