B2B Customer Service Representative

Role purpose

Forming part of the Customer Service team the role holder will support B2B operations, extending B2B CS best practices and tools to all the groups Territories. Ensuring all customer inquiries are resolved within established SLA’s. The role holder will work to make sure each customer interaction adds value, maintaining a positive and professional attitude with both customers and internal team members.

The key duties and responsibilities of the role are as follows:

• Making sure customers are onboarded before placing future or at-once orders
• Support customers with placement of orders including solving customer user interface.
• Monitoring of orderbooks and maintaining KPIs for order fulfilment activities
• Maintaining customer records
• Communication and follow up on cancellations
• Reporting trends or repetitive issues
• Sharing order updates
• Sharing of available stock for customers to purchase
• Making sure client discounts and prices are always reflected correctly
• Maintaining Sales orders on ERP
• Communicating price updates and making sure Sales orders are up to date with latest prices including the comms with customers.
• Liaising with supply chain on sales orders, purchase order links and order status.
• Liaising with master data on the update of the products and catalogues.
• Issue the necessary reporting to account and brand managers.
• Communicating any foreseen delays with respective account managers.
• Maintaining Customer trade agreements.
• Monitor order flows from various applications.

KPIs

• Order Accuracy Rate
• On-time Delivery Rate
• Order Fulfillment Time. (At once and Future)
• Order Value/Vs forecast.
• Inventory Accuracy for at once available inventory.
• Order Lead Time (At once).
• Order Cancellation & Drop rate – Internal/External Reasons.
• On time & reporting accuracy

Core competencies, knowledge, and experience

• Minimum of 2 years’ experience in an administrative or similar role
• Proficient in Excel & other office applications.
• MQF Level 2/3 – Must have a minimum of three ‘O’ Level passes in English and Maths, depending on their role OR MQF level certificate @ level 2. In Business related subjects/IT is preferable.
• Keen eye for detail is a must.
• Tech-savvy individual.
• Comfortable with repetitive tasks.
• Ability to communicate effectively in English is required. Italian & French language would be a plus.
• Demonstrate excellent written and verbal communication
• Capability to work independently and promote a positive team environment
• Organizational and time management skills