Customer Care Representative
Ashford
Customer Care Representative 12 - 18 month maternity contract
Overall Mission
Act as the central link between customers, operations, sales, and GBS to ensure customer requirements are fulfilled efficiently and cost-effectively. Build strong customer relationships, represent the Voice of the Customer, and manage the complete order-to-shipment process for assigned accounts.
Main Responsibilities
1. Strategy Design & Execution
- Execute Customer Care strategy aligned with global guidelines.
- Monitor KPIs and take corrective actions where needed.
2. Project Management
- Identify and support continuous-improvement opportunities.
- Participate in internal projects relevant to Customer Care.
3. Subject Matter Expertise
- Support assigned customers and affiliates to fulfill order requirements; escalate issues when required.
- Collaborate with Customer Care team to provide superior service.
- Maintain clear communication with customers, operations, sales, and GBS.
- Manage order changes, issue resolution, and customer complaints.
- Manage the full order-to-invoice cycle.
- Handle blocked or prioritized orders and customer returns.
- Build strong customer relationships and manage expectations.
- Analyze demand and forecasts; coordinate with planning on inventory needs.
- Participate in demand planning meetings.
- Maintain accurate customer records.
- Provide backup support for colleagues' accounts when needed.
- Identify trends impacting customer experience and communicate insights.
- Support onboarding of new customers.
- Participate in customer visits and presentations.
Education & Qualifications
- High School/Secondary Education required.
- Associate or University Degree preferred.
- English + additional language(s) as needed.
- 2-3 years industry experience, including customer-facing roles.
Required Competencies
- Customer oriented
- Action oriented
- Autonomous
- Time management
- Priority setting
- Problem solving
- Conflict management
- Collaboration
- Strong communication skills
Required Skills
- SAP and related processes
- Microsoft Office proficiency
- Strong written and verbal communication
- S&OP / basic project management understanding
- Knowledge of fragrance market (preferred)
- Knowledge of Incoterms & shipping terminology
- Flexibility and teamwork
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Recruiter: Manpower UK
Salary: £30,000 Per Annum
Reference: BBBH434820