Customer Service Advisor

<br/> <p><b>kp</b> is a leading global manufacturer of rigid and flexible packaging and special films. We have a clear goal: the sustainable protection of important everyday products. You will find our customers in markets from pharmaceuticals to food and consumer goods. With our film products, we make sure the products last longer and maintain their important properties. With this we significantly contribute to safety, health and consumer satisfaction. We are as dynamic and fast paced as the markets of our customers. Always in motion! Founded in 1965, we now have 32 factories in 18 countries and employ more than 5,900 people worldwide.</p>     <p><b>Purpose of the job: </b>Guarantee a positive customer experience by ensuring quick and reliable follow up of all customer requests (orders, samples, information, claims, complaints…), by answering in a timely manner and solving proactively any concern that might occur.</p> <p> </p> <p><b>Scope of the role: </b>The Customer Service Advisor will manage manly UK and Irland customers.</p> <p> </p> <p><b>Tasks and responsibilities:</b></p> <ul> <li> <p>Self-check order entry and guarantee accuracy of the data first time, every time, including the latest updated price and ITC checks without exceptions. Check feasibility of the customer requests in terms of lead times, certificates and any other documents required.</p> </li> <li> <p> Ensure the consistent and effective provision of services/ information to the customer base including (but not limited to) order management, order fulfillment, Forecasts and contract orders, problem solving and other services across all media (Telephone, Emails, etc.). Inform customers about potential delays or issues related to order(s). Daily follow up of open orders and pro-active issues resolution (if any), satisfy the customer expectations within KP commitment. It can involve chasing planning, logistics, finance, etc.</p> </li> <li> <p>Develop a commercial attitude: generate leads for the sales force through active listening and probing for customer requirements and opportunities. Offer additional products when appropriate.</p> </li> <li> <p>Communicate clearly with his/her line manager(s) aiming at representing the customer fairly and accurately. Contribute to back up and organization specific for critical business processes. Replace / Assist his/her when required on stretch assignments, projects or for planned or unplanned absences.</p> </li> <li> <p>Provide awareness of customer complaints or any issues in the shortest lead-time. Escalate errors or mistakes as soon as identified, apply all necessary corrective measures, and propose corrective actions. Contribute to projects and workshops.</p> </li> <li> <p> Apply Customer service procedures and follow the processes strictly in respect of the quality management system and in accordance with KP policies and standards. Ensure health and safety compliance as per company’s standards &amp; local regulations. Develop wide market and product knowledge. Any additional tasks that might be required during the business.</p> </li> </ul> <p> </p> <p><b>Knowledge / Education: </b>Bachelor’s degree in Business administration or international trade</p> <p> </p> <p><b>Functional / Technical Skills:</b></p> <ul> <li> <p>Experience in SAP and/or E1 + Salesforce</p> </li> <li> <p>Large understanding of the company: Finance, supply, chain, Production…</p> </li> <li> <p>International trade: Incoterms, payment terms, transport, letters of credit</p> </li> <li> <p>Pack office</p> </li> <li> <p>Excellent written and verbal communication in local language</p> </li> <li> <p>Problem solving/ Action plan management</p> </li> <li> <p>Proficient in English</p> </li> </ul> <p> </p> <p><b>Competencies:</b></p> <ul> <li> <p>Autonomy</p> </li> <li> <p>Attention to details</p> </li> <li> <p>Proactivity</p> </li> <li> <p>Ability to work under time pressure and multi-tasking</p> </li> <li> <p>Strong customer Focus</p> </li> <li> <p>Cooperative: Willingness to interact and work with others, team player</p> </li> <li> <p>Willingness to pass on his/her knowledge</p> </li> </ul> <p> </p> <p><b>Special factors of the role</b> - Travelling will be required on occasion to visit a customer, attend a meeting or a tradeshow.</p> <p><span>Have we piqued your interest? Great. We look forward to receiving your application including your salary expectations and your earliest start date.</span></p> <p><span>Klöckner Pentaplast is an equal opportunity employer, which makes employment decisions without regard to race, color, gender, religion, national origin, age, veteran status, handicap, disability, sexual preference or marital status. </span></p>