Customer Services Representative (CSR) (Contract)
Foster's Group - London
Contract

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Customer Services Representative (CSR) (Contract)

Job No.:
706844

Department:
Marketing

Work type:
Fixed Term Contract

Location:
EMEA - Twickenham, London

Customer Services Representative (Contract)

The prime purpose of this role is to understand customer requirements with their orders, provide updates on status to internal/external customers, respond to customer enquiries, and to ensure high level of customer service is maintained at all times.

Key Responsibilities:
First point of contact for a nominated group of customers, pro-actively developing relationships, professionally and courteously handling all matters relating to order management.

To receive and process orders by telephone, fax, internet and EDI, undertaking initial check that orders comply with agreed order criteria and resolve issues related to non compliance on a daily basis.

To track and monitor orders to ensure all orders are delivered to customer within the requested time frame, invoice orders once goods are delivered/shipped.

To pro-actively communicate order status to customer and commercial team ensuring high level of customer service.

To liaise with Fulfilment Team, Foster's Australia, Foster's Americas and CERT to resolve issues around to stock availability, production delays, vintage changes and allocations of stock.

To liaise with the Logistics department and CERT in regards to late and failed deliveries/shipments.

To effectively influence third party relationships to accelerate Foster's customer service.

To take ownership of queries from internal and external customers by prioritising and ensuring all are responded promptly and professionally.

To work closely with and support Commercial Teams and Credit Controllers, servicing the group of customers by regular and accurate verbal and written communication.

To actively participate as a member of the Customer Service Team to ensure a high level of customer service for all internal and external customers. To cover team members whilst on leave.

To prepare reports as required e.g. promo phasing reports, service level reports etc.

Responsible for accurate customs documentation handling.

Key Skills

Extensive customer service experience ideally within the wine trade

Data Entry

Excellent communication and personal relation skills

Proven ability to work within a team whilst retaining individual initiative

Professional and solution focused; sound commercial awareness

Computer literate - Word, Excel, and Outlook- ideally (but not essentially) with some experience of JD Edwards

Time management and prompt attendance at work

Excellent telephone manner, ability to develop working relationships over the phone

Good organisational ability to maintain all order records and progress in methodical manner

Good knowledge of import and export

Wine knowledge would be an advantage

Challenges in this role:
To prioritise demands efficiently to meet internal and external expectations

To manage order issues outside of CSR's control and to communicate issue/resolution to customer in timely manner.

To coordinate actions between/with different teams/department to effectively manage the order

To recognize service issue quickly, pro-actively provide solution and take appropriate action

To take ownership of queries

Develop and nurture customer relationships

To understand customer specific requirements

Using multiple systems

To work under pressure during peak trading periods

Advertised:
7 Dec 2010 GMT Standard Time

Closing date:
31 Dec 2010 11:55pm GMT Standard Time

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