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- Tasks: Enhance customer relationships and manage product movement efficiently.
- Company: Join Innospec, a leader in customer-focused solutions.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a team that values customer satisfaction and continuous improvement.
- Qualifications: Fluent in French, Spanish or Italian; experience in supply chain preferred.
- Other info: Knowledge of SAP and ERP systems is a plus.
The predicted salary is between 30000 - 42000 £ per year.
Overall purpose: To enhance customer relationships whilst organising the safe, cost-effective movement of products to meet customer requirements.
Customer focused: Driven to provide outstanding customer service. The candidate should be able to effectively address complex customer requests and proactively follow up on deliveries, enquiries, and issues. Building excellent relationships with customers and going the extra mile to ensure Innospec remains as first choice. Manages customer, internal and external expectations and relationships whilst striving to constantly improve customer satisfaction.
Collates and prepares all relevant documentation applicable to each movement (e.g. Certificates of Analysis, Customs and Shipping invoices, Packing Lists, Consignment Notes/Delivery Notes, invoices etc.). Books final dates for orders and maintains system dates, keeping all orders current and accurate.
Import/Export: Knowledge in both import and export (EU and ROW) is an advantage. Diligence and attention to detail is required at all times – especially when raising appropriate export documentation (to a first-rate standard).
Continuous Improvement: Has a CI mentality. Always thinking of improvements that will improve customer service, balance costs and drive excellence.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and assist in closing all customer complaints within 2 months.
System Knowledge: Has sufficient ERP knowledge to fulfil this and any other role within the Customer Care team (including advanced troubleshooting). Experience of SAP would be a bonus. An intermediate level of Excel, Word, PowerPoint and Outlook is also required.
Participates in Supply Chain projects as and when required.
Language: Fluent in French, Spanish or Italian would be beneficial.
Person Spec:
- Highly Customer Focused
- Excellent communication skills, both verbal and written
- Export principles in Europe and ROW including Export documentation and import principles into the UK (domestic customers)
- Knowledge of export orders
- Ability to manage time well and prioritise work patterns
- Previous experience within a Supply Chain environment
- Team Player
- SAP - ERP Platform knowledge, Excel, Word, PowerPoint and Outlook
Locations
Customer Service Representative employer: Innospec Inc.
Contact Detail:
Innospec Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with the specific import and export regulations relevant to the EU and ROW. Understanding these principles will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your ERP system knowledge, particularly SAP, as this is a key requirement for the role. Consider taking an online course or tutorial to enhance your skills and show your proactive approach.
✨Tip Number 3
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can help you articulate your problem-solving abilities effectively during the interview.
✨Tip Number 4
If you speak French, Spanish, or Italian, be sure to highlight this in your conversations. Language skills can set you apart from other candidates and show your ability to connect with a diverse customer base.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills, such as knowledge of export documentation and ERP systems. Use specific examples to demonstrate how you've gone the extra mile for customers in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the importance of building strong customer relationships. Mention your familiarity with import/export processes and how you can contribute to continuous improvement in customer satisfaction.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application reflects your verbal and written communication skills. Use clear and concise language, and consider including examples of how you've effectively resolved customer complaints in the past.
Highlight Relevant Experience: If you have experience in a supply chain environment or with SAP, make sure to highlight this in your application. Detail your proficiency with tools like Excel, Word, and PowerPoint, as well as any language skills that could benefit the role.
How to prepare for a job interview at Innospec Inc.
✨Showcase Your Customer Focus
Emphasise your commitment to outstanding customer service. Prepare examples of how you've gone the extra mile for customers in previous roles, and be ready to discuss how you would handle complex customer requests.
✨Demonstrate Attention to Detail
Since the role requires diligence in managing documentation, be prepared to discuss your experience with handling detailed paperwork. Highlight any specific instances where your attention to detail made a significant impact on customer satisfaction.
✨Familiarise Yourself with Import/Export Knowledge
Brush up on your knowledge of import and export principles, especially within the EU and ROW. If you have experience with export documentation, be ready to discuss it, as this could set you apart from other candidates.
✨Prepare for System Knowledge Questions
Since familiarity with ERP systems like SAP is beneficial, review your experience with these platforms. Be ready to explain how you've used them in past roles, particularly in relation to customer care and supply chain management.
