Customer Service Representative

Job Title:

Customer Service Representative

Base Location:

Drogheda

Reporting To:

Customer Service Manager

Deputy:

Main Purpose of Job & Accountability:

To actively develop long-term relationships with your assigned client group, connecting with key business executives and stakeholders.  You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.

Principal Duties, Responsibilities and Accountabilities:

Specific Areas of Responsibility include:

Safety: Champion all aspects of personal and Plant safety and housekeeping.

Customer Relationship: Consistently communicate to every customer that they are valued, and their satisfaction is vital to our organization. Use intimate knowledge of the customer's business to be proactive in meeting the needs of the customer, with regular proactive communication to customers via telephone, Teams, and email, with in person meetings supported where viable. Delight the customer beyond their expectations.

Financial: Ensure customer pricing is accurate on the company system and as advised by Estimating.  Manage customer liable aged stock.

Customer Intimacy: Build trusting, communicative and indispensable relationships with customer. Understand customer's perspective. Know customer's business and challenges to predicatively anticipate their needs.

Processes: Perform and coordinate order entry process and systems, including but not limited to, production estimates, work, and shipping instructions in accordance with Company standards and specifications.

Internal Customer Service: Proactively compile, analyse, and communicate pertinent customer information and data, such as historical, forecast, and trends. Attend and engage actively in daily production meetings.  

Culture: Model a customer focused culture for the organisation.

Capacity Rationalization:  Review customer forecasts alongside relevant stakeholders as and when required, actively seek updated forecasts regularly from customers.

Continuous Improvement: Suggest ways to improve processes and system workflows.

Teamwork: Build strong relationships with all members of the organization and contribute to the goals and objectives of other functional areas.

Attend daily/weekly CSR team meetings.

Values: Model the Corporate Values and Principles.

The Post holder will work a 39-hour week minimum as set out in their contract of employment. Additional hours maybe required dependent on the needs of the business.

The post holder is responsible for their continuous professional and personal self-development.

The extent and speed of change in the delivery of services is such that adaptability is essential to this level of appointment.  The post holder will be required to maintain, enhance, and develop their knowledge, skills and aptitudes necessary to respond to changing situations. 

Therefore, this Job Description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing.  It will be reviewed and updated in line with future needs.