Customer Service Co-ordinator

Company Description

Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries (Spain, France, Italy, Portugal, the United Kingdom, Ireland, Turkey, Luxembourg, the Netherlands, Poland, and the United States), Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).

Job Description

Customer Services Administrator – About the role:

Working within a busy/ fast paced environment, this role is responsible for providing excellent customer service to our valued customers, ensuring all customer orders, enquiries, queries are managed in a professional, accurate & timely manner. Working closely with other departments in relation to all customer needs.

Customer Services Administrator – Responsibilities

Main contact for all interaction with customers, from new launches, orders, deliveries & invoicing, to artwork requirements, artwork approval, specification requirements, RCA responses from Quality and any other customer communication required

• Customer interaction via telephone, emails, teams calls/meetings
• Sourcing required new launch information and creating specifications relating to the bespoke customer product
• Processing of all customer orders adhering to lead times, MOQ’s and providing order confirmations to the customers
• Ensure all amendments to orders are processed and clearly communicated to the related departments
• Ensure all customer bespoke requirements are clearly visible on internal job bags for production
• Ensure customers are updated on any potential delay to deliveries and a workable solution is in place
• Daily updates with planning, production & transport relating to orders/internal requirements
• Proactively manage customer aged stock that needs addressing
• Creation of new customer accounts, and new product launches in conjunction with other departments
• Obtain and communicate customer quotations as necessary
• Identify quickly and efficiently any customer complaints and ensure they are dealt with effectively and professionally.
• Provide daily /weekly order and stock reports to customers as required
• Support the site Finance Administrator and Finance Shared Services, resolving any invoice relating queries, disputes and aged debt
• Work closely with all members of the internal support departments in the sharing & gathering of customer and product information.
• Maintain good system housekeeping to ensure up to date information available
• Continuously promote the business positively/proactively
• Communicate daily with Sales Managers regarding key accounts
• Adhere to any miscellaneous or reasonable requests.
• Adhere to all company processes & procedures
• Maintain Health & Safety requirements
  
  

Qualifications/training

Skills, Qualifications & Attributes

• Computer literate – specific experience of MS office in particular Word, Excel & Outlook. SAP experience preferred but not essential
• Customer Service or Administration NVQ advantageous but not essential
• Attention to detail, critical thinking and proactivity
  
  

Professional Experience

• Previous customer service experience, ideally gained within a manufacturing environment
• Experience of dealing with customers via telephone and email communication
• Experience of general office administration & working closely with colleagues in other departments
  
  

Other Requirements

This role is full time, Monday to Friday and is office based.

What do we offer?

• Friendly atmosphere)
• Holiday entitlement 25 days plus Bank Holidays
• Company Sick Pay Scheme (available after 6 months of continuous service)
• Refer a Friend Scheme of £500
• Cycle to Work Scheme
• Employee Assistance Programme
• Employee Discount Platform
• Eye test vouchers
• Free Tea/Coffee
• Death in service
• Free parking
  
  

Job Requirements

You will enjoy working at Saica if you: Care: Are a team-player, support your colleagues and share your ideas It’s important that you want an inclusive workplace that promotes and values diversity Value: Have high standards, want to achieve good quality and great service Challenge: You are self-motivated to improve and achieve. You are open and transparent, tell it as it is. Specific skills or experience requirements will be shown in the job description.