Customer Service Specialist

Job Description

Join our dynamic team where you will play a crucial role in ensuring customer satisfaction and efficient logistics operations. We are committed to excellence and continuous improvement, and we value individuals who are passionate about delivering top-notch service.

At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

About the role:

The primary function of this role is to deliver dedicated Best-in-Class Service to selected key accounts. A key focus is to work proactively to achieve operational excellence to create and maintain an outstanding experience for our customers.

What you’ll do:

You will be responsible for the accurate processing, planning, and delivery of orders for the major and national accounts within the portfolio, not only from the UK but direct from the Supply Units. You will be expected to take ownership of the operational service duties and be required to develop and maintain key relationships with both internal and external customers, ensuring that customer requirements and expectations are resolved quickly and efficiently as delivery performance is paramount.

In detail, you will:

• Address customer queries regarding stock, delivery, price, and product specifications via email and telephone.

• Serve as the primary contact for selected accounts.

• Process orders accurately and manage local systems, including SAP and relevant transportation systems.

• Plan loads and optimize vehicle utilization from UK RDCs and Supply Units.

• Adhere to SLAs and KPIs, focusing on maintaining and improving processes.

• Manage stock bookings into customer warehouses and liaise with our Distribution Centres.

• Monitor delivery performance metrics and proactively work on improvements to add value and enhance the customer experience.

• Ensure accurate alignment of delivery notes, PODs, and invoices.

• Maintain close communication with both internal and external customers.

• Actively participate in collaboration and customer meetings.

• Handle inbound/outbound traffic (fax, email, post, telephone) for pre-sales environments.

• Make decisions and take actions regarding customer queries, requests, and complaints within business and departmental practices.

• Maintain a continuous and high-level focus on customer service.

Qualifications

• Excellent customer service skills and understanding of supply chain processes.

• Education: A-levels or High School Diploma

• Proficient in SAP

• Intermediate MS Office skills

• Strong communication and numerical skills

Who you are:

• Consumer-focused: You understand and empathize with people, applying your skills to reassure customers.

• Communicator: You have excellent verbal and written communication skills, addressing customers professionally and convincingly.

• Rigorous: You are attentive to detail.

• Organized: You demonstrate strong organizational skills to track your tasks daily.

• Open-minded: You embrace teamwork and have a strong relationship spirit.

• Committed: You inspire confidence and engage others in a strong team spirit.

• Results-driven: You aim to resolve issues on the first attempt, following up as needed.

• Ambitious: You strive for continuous improvement and personal growth.

• Team player: You nurture team relationships to enhance the customer experience.

• Problem-solving: You are passionate about delivering a first-class customer experience.

• Integrity and respect: You are honest, reliable, and ethical.

Where you’ll be:

This is an office-based position working from our Luton office.

Benefits Highlights:

• Excellent Development Opportunities

• Hybrid working

• Defined Contribution Pension Scheme - Company contribution up to 8%

• 25 days holiday plus Bank holidays

• Enhanced Company Sick Pay

• Healthcare Cash Plan – cashback towards dental and optical, complementary and alternative therapies, savings on shopping, restaurants and gym membership

• Life Assurance 3 x salary

• 50% Staff discount, 40% friends and family discount

• Employee Assistance Programme – 24/7 GP, mental health support, financial, legal, health and nutrition advice

• Premium Subscription to Calm App

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.

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