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- Tasks: Lead the Order-To-Cash process, ensuring smooth customer service and issue resolution.
- Company: Join a dynamic FMCG company focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy flexible working options, professional development opportunities, and a supportive team culture.
- Why this job: Be part of a collaborative environment that values your input and fosters personal growth.
- Qualifications: Bachelor’s degree and 3+ years in a Senior Customer Service role required.
- Other info: Fluency in additional languages is a plus; strong analytical skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Purpose of the position
Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating possible hiccups by mitigating risks and/or solving issues. Coordinates activities for the dedicated scope, seeking continuous alignment with all (cross) functional stakeholders, organising regular (online) stand-ups to prevent issues that impact customer satisfaction. Provides excellent customer service, leading others by example. Reports into the Manager Customer Service, acting as the second in command in the local offices.
Responsibilities
- Order Management: Overseeing, recording and processing customer orders in an efficient manner, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
- Coordination: Allocating and following up on all activities within the end-to-end process. Ensuring all relevant parties are up to speed and actions are taken in a timely and correct manner.
- Customer Relations: Handling all customer queries via telephone, mail or chat with a focus on building long-term relations and exceeding expectations.
- Customer Service Excellence: Monitoring OTC activities within the (cross-functional) team, continuously seeking alignment and timely follow-up; Ensures ‘one voice’ to the customer.
- Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Suggests pragmatic solutions for the customer as well as optimising processes to avoid repetition.
- Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
- Reporting: Building and analysing reports (debit, credit, customer feedback etc.) addressing failed outputs and defining feasible improvement actions.
- Compliance: Ensures compliance with company policies and relevant regulations.
- Process Improvement: Identifies process improvement opportunities and suggests pragmatic and feasible changes; balances effectiveness and customer satisfaction throughout all processes.
- Employee Development: Contributes to the development of peers within the team. Keeps the Manager informed on development opportunities.
Requirements
Education: Bachelor’s degree in Commercial or Business Economics (or comparable).
Experience: 3 years+ of experience in a Senior Customer Service role. Experience in (an international) FMCG company is a plus.
Competencies:
- Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Ensures Accountability: Holds self and others accountable to meet commitments.
- Instils Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Customer Focused Approach: Understands the needs of the customer and acts on that.
- Strengthens Customer Connections: Pro-actively reaches out to customers by phone or e-mail and provides exceptional and consistent service.
- Drives Results: Consistently achieves results, even under tough circumstances.
- Collaborates: Builds partnerships and works collaboratively with peers to meet shared objectives.
- Optimises Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
Skills:
- Strong analytical skills.
- In-depth knowledge of SAP/ECC, S4HANA.
- Know-how of process management (Lean).
- Advanced Excel skills.
- Fluent/native in local language (additional languages such as Polish, Spanish or French is a plus).
Senior Customer Service Representative employer: Nigel Wright Group
Contact Detail:
Nigel Wright Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Representative
✨Tip Number 1
Familiarise yourself with the Order-To-Cash process. Understanding each step, from order management to invoicing, will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Brush up on your SAP/ECC and S4HANA skills. Since these systems are crucial for the role, showcasing your proficiency can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've improved customer service processes in previous roles. Being able to discuss specific instances where you've driven results or optimised work processes will highlight your fit for the position.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Senior Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in managing orders and coordinating activities. Use specific examples that demonstrate your ability to handle customer queries and improve processes.
Craft a Compelling Cover Letter: In your cover letter, emphasise your experience in the Order-To-Cash process and your ability to build long-term customer relationships. Mention any experience you have in an FMCG environment and how it aligns with the company's goals.
Showcase Your Skills: Highlight your analytical skills and proficiency in SAP/ECC or S4HANA in your application. Provide examples of how you've used these skills to drive results and improve customer satisfaction in previous roles.
Demonstrate Cultural Fit: Research the company culture and values, and reflect this understanding in your application. Show how your action-oriented mindset and customer-focused approach align with their expectations for the Senior Customer Service Representative role.
How to prepare for a job interview at Nigel Wright Group
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service, especially any senior positions. Highlight specific examples where you successfully resolved customer issues or improved processes, as this will demonstrate your capability to handle the responsibilities of the role.
✨Demonstrate Your Analytical Skills
Since strong analytical skills are crucial for this position, come ready to discuss how you've used data to make decisions or improve processes in past roles. You might even want to prepare a brief example of a report you've built or analysed that led to actionable insights.
✨Familiarise Yourself with Order-To-Cash Processes
Understanding the Order-To-Cash process is key for this role. Brush up on the steps involved and think about how you would manage potential hiccups. Being able to articulate your knowledge during the interview will show that you're well-prepared and serious about the position.
✨Emphasise Team Collaboration
This role requires working closely with various stakeholders. Be ready to share examples of how you've collaborated with others in the past, particularly in cross-functional teams. Highlighting your ability to build relationships and communicate effectively will be essential.
