Your responsibilities

• Communicating the expected delivery date of orders with customers and sales.
• Flag any pricing and obsolete EDI master data drops to Customer Service Exec & Sales team immediately for resolution.
• Capturing all orders received before the 3pm final simulation to 3PL.
• Simulating orders to 3PL for planning.
• Follow up on orders (Pending official order number / On credit hold / Booking slots).
• Investigate the reason for returns and respond to 3PL within the 30 min turn around time if unable to convince the customer to accept the stock.
• Summarizing all returns, route causes and actions for the weekly credit note meeting.
• Ensure approval and reason code emails for all returns are saved on the Share point folder for Audit purposes.
• No returns due to order entry errors.
• Informing customers if they have not ordered on the correct Nominated order day (NOD) for their nominated delivery date (NDD)
• Ensure orders for booking customers are simulated to DHL as they are received to ensure we are able to secure the best possible delivery slot.
• Communicate with the 3PL CS team & planner with any specific delivery instructions received from the customer.
• Attend weekly meetings with Customer service Exec’s, sales team and customers where possible.

The experience were looking for

• Proven background in customer service with a strong emphasis on exceptional service standards.
• Highly detail-oriented with the ability to manage and prioritise a diverse workload under tight deadlines.
• Comfortable working with people at all levels and eager to own responsibilities and drive improvements.
• Familiar with Supply Chain concepts and the pivotal nature of the Customer Service Representative role.
• Proficient with SAP and Excel, using these tools to deliver accurate data analysis and business insights.