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  • Reading, Berkshire
  • £16,000 to £19,000
  • (Permanent)
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JOB PURPOSE

The successful candidate will be required to record, process and analyse customer queries, ensuring the timely resolutions of outstanding queries, development of the process, whilst maintaining a good working relationship with Customers, Sales divisions, Returns team and Credit Control, to ensure the daily production of Credit Notes.

KEY AREAS OF DUTY & RESPONSIBILITY
- Log, process and report on debit notes in accordance with departmental
- Processes and systems
- Manage individual debit note control; including investigating issues to conclusion and liaising with Credit Controllers, Sales and Customers to reduce customer debit note deductions and the speed with which they are dealt with
- Aid the daily logging of calls, debit notes and other queries to ensure that at the end of each day all queries from the previous day are valid and logged on the system in accordance with Company policy
- Aid the daily management and resolution of customer queries including organising site or branch collections as well as redirecting and chasing up on queries where internal help (e.g. on a pricing query from sales) is required
- Aid the daily production of credit notes and to ensure that they are properly raised and authorised within Company policy
- Improve efficiency to ensure the best service to all customers
- Provide a link between the Finance Department, the Sales Divisions, the Customer Services Team and the Returns team in all areas of customer query resolution
- Regularly chase copy debit notes and CRF progress by department
- Ad-hoc duties and projects as assigned

KEY RELATIONSHIPS

Good relationships will be key in the success in this role. The role will require interaction with most departments and customers, developing good relationships whilst maintaining the company returns policy.

SKILLS AND KNOWLEDGE
- Previous experience working within a busy sales order processing or customer service environment where customer service is highly valued is preferable
- Good telephone skills are essential
- Experience of a manufacturing environment would be an advantage
- Must be proficient in the use of PC software applications including Excel and Word

PERSONAL QUALITIES
- Have good time-management skills, demonstrate the ability to plan your own workload, & achieve objectives on-time
- Team player who works productively with wide range of people
- Prioritising key tasks effectively and demonstrate a high degree of accuracy and attention to detail
- Take the initiative and do what it takes to achieve goals
- Continually look for improvements and strive to operate more effectively
- Dedicated to furthering the standards of the department and finding solutions that fit the business
- Good interpersonal skills and be able to communicate effectively at all levels within the organisation and with external parties
- Awareness of good customer service standards
- Able to cope with change and conflicting demands
- Comfortable in fast-paced environment
- Learns and shares knowledge