Customer Solutions Representative

About the Role:

Reporting to the Customer Supply Manager, you will play a pivotal role in enhancing our customer experience. Your responsibilities will include resolving customer queries, forward planning, and providing valuable insights to internal stakeholders. You will own key customer segments and ensure our service continually improves.

Key Responsibilities:

• Set up new customers and process applications.
• Manage and resolve customer queries efficiently.
• Implement cancellations and re-invoice transactions, reporting weekly on errors and suggesting improvements.
• Escalate and follow up on a broad range of enquiries.
• Manage return customers and establish an annual call cycle.
• Oversee and report on return activity, highlighting areas for improvement.
• Review and manage netting transactions, providing regular activity reports.
• Address netting queries and provide solutions daily.
• Support the Customer Service Representative during peak times.
• Cover for the Customer Supply Manager when needed.
• Contribute to the continuous improvement of customer service and interactions.

Skills and Experience:

• Minimum 5 years of experience in a customer service role or similar.
• Excellent interpersonal and problem-solving skills.
• Professional, concise, and clear communication skills.
• A great phone manner and the ability to relate to customers from all backgrounds.
• Proficient in MS Office, with SAP experience being an advantage.
• Extensive experience in gathering and interpreting customer information.
• High levels of organization and time management.
• A bachelor’s degree in communications, business management, or a similar field is an advantage.