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- Tasks: Manage customer orders and provide top-notch support for queries.
- Company: Join a dynamic team in a hybrid work environment.
- Benefits: Earn ÂŁ32,000 per annum with flexible working options.
- Other info: Great opportunity for career growth and skill development.
- Why this job: Make a real difference in customer satisfaction and order management.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 32000 - 32000 ÂŁ per year.
Location: Redditch
Hours: 08:30 - 05:00 PM - 37.5 hours a week Monday to Friday
Hybrid work model - 3 days in the office and 2 days from home
Salary: ÂŁ16.41 an hour = ÂŁ32,000 per annum
Contract: Fixed Term Contract - 12 months (Maternity Cover)
Start Date: ASAP
The Role - Customer Service Specialist (MPX)
Responsible for the endâtoâend order life cycle for assigned customer accounts to ensure timely order fulfilment. Provides comprehensive support for all customer queries as part of a team, taking full accountability for outstanding actions and ensuring complete resolution of order processing, scheduling and shipping queries. Acts as singleâpointâofâcontact for customer to resolve order processing, scheduling, and shipping queries.
Key Responsibilities
- Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)
- Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance
- Acts as singleâpointâofâcontact to the customer for order inquiries and escalations; manage escalations to closure
- Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions
- Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets
- Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries
- Supports Customer Order Management departmental goals and initiatives to become a more proactive customerâcentric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes
- Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices
- Supports customer visits
- Participates in continuous improvement projects
Additional Responsibilities
- Work as integral part of the Customer Service team to ensure accurate handling of the full endâtoâend order life cycle. This includes order entry, order modifications, invoicing, credit/debit processing and preparation of all required logistics documents for export
- Manage a defined portfolio of export and intercompany accounts which require higher levels of complexity regulatory understanding, documentation accuracy and crossâfunctional coordination.
- Ensure full ownership of all customer interactions from initial query through to final resolution
- Act as lead for MPX (eCommerce platform) for the EMEA region, driving the development, improvement and adoption of the platform
- Prioritise enhancements, support testing cycles, validate fixes and ensure smooth rollouts
- Provide ongoing support and guidance to internal teams and customers to maintain optimal platform performance
- Act as an escalation point for complex order, system or logistic issues within your area of expertise
- Provide insights and propose solutions to address recurring issues, process gaps and customer pain points
- Support and development of corrective actions that improve service quality, and turnaround times
- Support with training new team members with processes, systems and best practices
- Provide backup coverage across multiple accounts to maintain continuity of service
- Act as superâuser for key business systems, helping to troubleshoot issues, supporting system changes and escalating problems as needed
Customer service specialist (MPX) in Redditch employer: Hewett Recruitment
Contact Detail:
Hewett Recruitment Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer service specialist (MPX) in Redditch
â¨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the companyâs values and work environment. This will help you tailor your responses and show that youâre a great fit for their team.
â¨Tip Number 2
Practice makes perfect! Run through common customer service scenarios and how youâd handle them. This will not only boost your confidence but also prepare you for those tricky questions during the interview.
â¨Tip Number 3
Show off your communication skills! During the interview, make sure to demonstrate your ability to communicate clearly and empathetically. Remember, as a Customer Service Specialist, itâs all about connecting with customers and resolving their issues.
â¨Tip Number 4
Donât forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. Itâs a nice touch that can set you apart from other candidates.
We think you need these skills to ace Customer service specialist (MPX) in Redditch
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your experience with order management and customer support, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and maybe share examples of how you've effectively resolved customer queries in the past. We love a good story!
Highlight Teamwork Experience: This position is all about working as part of a team, so donât forget to mention any relevant teamwork experiences. Whether itâs collaborating on projects or supporting colleagues, we want to know how you contribute to a positive team environment.
Apply Through Our Website: We encourage you to submit your application through our website. Itâs the best way for us to receive your details and ensures youâre considered for the role. Plus, itâs super easy â just follow the prompts and youâll be done in no time!
How to prepare for a job interview at Hewett Recruitment
â¨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Specialist (MPX). Familiarise yourself with the end-to-end order life cycle and be ready to discuss how you would handle specific customer queries or escalations.
â¨Showcase Your Communication Skills
As this role requires excellent communication, prepare examples that demonstrate your ability to communicate effectively with customers and internal teams. Think about times when you resolved a complex issue or provided exceptional support, and be ready to share those stories.
â¨Emphasise Your Problem-Solving Abilities
The job involves managing escalations and resolving queries, so highlight your problem-solving skills. Prepare to discuss situations where you identified issues and proposed solutions, especially in a customer service context.
â¨Demonstrate Your Team Spirit
This position is all about teamwork, so be prepared to talk about how you work collaboratively with others. Share experiences where you contributed to team goals or supported colleagues, showing that you can be an integral part of the Customer Service team.