Customer Service Representative

Customer Service Representative Role Purpose To provide excellent customer service to our domestic and international internal and external customers, allowing the business to operate smoothly. The role acts as a first point of contact for all incoming enquiries and you will represent the CMD business. Key Responsibilities * Answer and manage all incoming calls and email order management enquiries in a smart and professional manner. * Input Purchase Orders onto the Order Entry System. * Determine lead-times with Production Planning and acknowledge the customer. * Liaise with clients to progress orders, amend existing orders, and schedule deliveries. * Respond to customer order management enquiries via telephone or in writing. * Create new customers and maintain an existing database. * Build and maintain sustainable relationships with our customers through open and interactive communication. * Escalate any serious incidents to your manager and assist in resolution. * Assist in developing customer service procedures, policies and standards for your organisation or department. * Maintenance of Customer Service Standard Operating Procedures in accordance with ISO 9001 and ISO 14001 requirements. * Assist the Customer Services Manager with reporting activities or other tasks as required. Relationships/Contacts * CMD Customers * Customer Service Team Leader. * Customer Service Team. * Internal and External Sales Teams. * Production Teams. * Departmental Managers and Team-leaders. * Individual departments across the business, as role dictates. Leadership/Supervisory Responsibilities This role has no leadership responsibilities. PERSONAL PROFILE Experience, Qualifications and Role Specification Skills Education / Qualification Essential * Good level of Maths and English. Work Experience Essential * Excellent IT and computer skills. * Problem solving skills. * Previous customer service experience. Professional Skills Essential * Strong English language skills, written and spoke word. * Ability to multi-task and work under pressure. * Use own initiative with ‘can do attitude’. * Attention to detail. * Experience with export or import procedures or administration