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Customer Service Executive

Euro Packaging
Job LocationBirmingham
EducationNot Mentioned
Salary£23,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Euro Packaging is an award winning global packaging manufacturer with production facilities across Europe and South East Asia. We specialise in a range of paper and plastic based packaging products selling to many of the world’s largest retailers.Role: Customer Service ExecutiveContract: 12 month Fixed Term ContractRole purposeBased at our global headquarters in Birmingham, you will work as part of a small team of Customer Service Executives answering calls and email enquiries for a major UK retailer. You will be the first point of contact for the customer’s stores and Head Officestaff, supporting them to use our online portal for ordering goods and back office equipment.The role will also manage queries relating to the delivery and transport of their orders so you would need to be confident at troubleshooting, as well as investigating any sort of customer related inquiries.The target is to ensure we achieve excellent customer service standards, respond efficiently to customer inquiries, maintain high customer satisfaction and deliver an excellent customer experience within agreed SLAs (Service Level Agreements).You will need to build an effective internal network and work as a team to achieve operational account goals.Key accountabilities: Office based point of contact:

  • You will ensure all queries are accurately captured within the Query Management System
  • You will pro-actively contact customers for clarifications that will help resolve their query
  • You will work with your internal network to ensure you are able to provide your customer with an appropriate response within the agreed SLAs.
Continuous Business Improvement:
  • You will make proactive customer calls to elicit feedback on our service performance
  • You will proactively support change in processes / procedures to provide a better customer experience gre
Essential Experience / Special requirements:
  • Confident in liaising with internal and external customers
  • Excellent communication and presentation skills
  • Strong telephone manner and listening skills
  • Ability to multi-task, prioritise, and manage time effectively
  • Accuracy first time and attention to detail
  • PC Literate, MS Office, competent Excel skills
  • Experience of SAP is an advantage
  • Familiarity with CRM systems and practices
  • Ability to think independently, assumes accountability.
  • Resilient - ability to deal with pressurised situations and demanding customers
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Customer orientation and ability to adapt/respond to different types of personalities.

Keyskills :
Account Manager Customer Service Helpdesk Retail

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