UK Brands Commercial - International Contracts Customer Service Advisor

JOB TITLE – Customer Service Advisor - International
REPORTS TO – Customer Service Manager – International & contracts
LOCATION – Loughborough (training period office full time, hybrid consideration thereafter max 3 days per wk office)
DEPARTMENT– International

SCOPE OF JOB – To ensure world beating customer services is provided, promoting a ‘customer always comes first’ approach. Overall accountability for international retail B2B customer service. Co-ordinate and facilitate international sales activity across brands; Administer daily orders and working alongside Sales Area Manager(s), agent and distributors across international markets.
PURPOSE:

Manage, coordinate, and facilitate the full order life cycle from order entry through to delivery and after care support for international retail B2B across brands and markets.
Foster relationships with key contacts including agent and distributors. Partnering with sales managers and driving company and team objectives, providing front line world beating customer service on production specification and enquires.
Support the International sales team in maintaining current accounts and supporting in the growth and acquisition of new accounts.

RESPONSIBILITIES
Order Management

Manage day to day workload of international sales desk for retail B2B, processing sample orders, main orders, enquiries and aftercare support.
Manage customer requests via email and phone: maintaining service level agreements through fast and accurate processes and ensuring all information received is processed accurately.
Provide after sales support and raise claims/ replacements/ returns when required.
Manage back-orders, held for sales and pro forma’s daily reports, working to convert to sales where possible.
Ensure customer master data is accurate, work with sales support to maintain and update accounts.

Customer Relationships & Communication

Build rapport and relationships internally and externally, working alongside agents, distributors, sales managers, credit control, warehouse and technical.
Maintain high levels of customer service, proactively recognise cross selling opportunities, using product knowledge to offer alternatives where possible. Shipping & Logistics
Oversee and track dispatch, shipment, and delivery of goods on a variety of incoterms, coordinating with UPS and other hauliers for international shipment.

Sales Support & Commercial Admin

Assist and support customer enquiries on product stock levels, production lead times, pricing, and product specification.

Cross-Team Collaboration

Support and provide cover across territories for retail and contracts.
Provide technical support and work with the technical teams to manage customer enquiries.
Continuously challenge and seek to improve processes and service provided to our customers.
Support sales support in the set up and onboarding of new accounts for direct markets including trade log ins.

MEASURES OF SUCCESS

Accurate and timely processing of international B2B orders.
Consistently high standards of customer service and satisfaction.
Confident, professional communication with clients and agents, especially by phone.
Strong working relationships with internal teams and external partners.
Proactive problem-solving and ownership of customer queries.

CONNECTING WITH OTHERS

• Build rapport and relationships internally and externally with key account holders and stakeholders across the business.

QUALIFICATION

Min. GCSE’s including English and Maths.

EXPERIENCE & SKILLS

Customer service experience is essential, minimum of 1 year, preferably B2B and international experience.
Additional language skills, written and spoken is an advantage.
Experience of International shipping is a plus.
Strong organisational and administration skills
Strong interpersonal skills
Problem Solving ability.
Experience working in a desk-oriented role.
Sound IT skills, including MS Office skills.
Experience working with Mertex or other ERP systems.
An understanding of or an interest in the application of fabrics, wallpapers and paint is a plus

BEHAVIOURS

• Articulate, customer focused, strong attention to detail, team player, knowledgeable, ability to multitask with shifting priorities