Customer Satisfaction Representative
Job Overview
Zotefoams plc is a world leader in cellular material technology, with facilities in Croydon, UK; Kentucky and Oklahoma, USA; Brzeg, Poland; and Jiangsu Province, China (T-FIT).
We produce lightweight foams for a wide range of markets including sports and leisure, aviation, automotive, and healthcare. Zotefoams also owns and licenses patented technology and supplies advanced insulation systems.
The Company is on a strong growth trajectory, with significant revenue and profitability increases in recent years and ambitious plans for the future.
About the Role:
This position is responsible for a range of diverse duties including providing efficient and effective customer service by receiving and processing orders, arranging and working with shipping processes, investigating and responding to customer queries, involved in the resolution of customer complaints to the standards required for the business to meet its goals and objectives. Further, this role must collaborate with other departments such as quality assurance, planning, and manufacturing to support the best possible customer experience.
Role Responsibilities:
Processes all customer purchase orders and order placement
Manage all customer service administrative, reporting, and fielding email and telephone queries, responsibilities to include order acknowledgements, verifying product pricing, product descriptions, filing, invoicing, and collaborating with planning, quality, and shipping departments.
Maintain familiarity with all product lines and customer base.
Inform customers of pricing, late or anticipated delays in shipping, and any additional information needed by customer.
Follow orders from receipt to delivery status.
Confer and coordinate with production, shipping, warehouse, or common carrier personnel to ensure on time delivery, expedite or trace missing or delayed shipments.
Compile statistics and prepare various reports as requested.
Maintain customer data base.
Determine and notify Shipping/Logistics if special labeling is required for shipment.
Check shipping orders to ensure accuracy relative to quantity shipped; done by comparing shipping documents with computer generated reports.
Initiate orders/instructions for replacements materials and/or for correcting errors (shortages, wrong item shipped, etc.).
Provide timely feedback to the company regarding service failures or customer concerns.
Handle all customer interactions in a professional manner.
Obtain and track customer feedback information and report trends to management
Manage and track customer complaints to ensure timely resolution and customer experience.
Performs other related duties as assigned.
What you'll need:
Associates’ related degree.
Three to five proven successful customer service experience
Must be highly motivated, able to work independently, and positive-minded
Excellent problem-solving capabilities and ability to work in a dynamic environment
What we're looking for?
The ideal candidate will have at least 3 to 5 years of proven customer service experience utilizing an ERP system.
Strong business acumen with a broad understanding of customer experience and best practices.
Exceptional interpersonal verbal and written communication skills.
Strong proven ability to manage multiple responsibilities and priorities.
Excellent organizational skills and attention to detail.
Proficient with Microsoft Office Suite
ERP experience required.
Must be team-minded and collaborative to deliver the best customer experience.
Why Join Us?
At Zotefoams, we believe in fostering a supportive and innovative environment where everybody can thrive. By joining us, you will be part of a dynamic team that values collaboration, continuous improvement, and opportunities for professional growth and development.
Our Values
Courage - The courage to take bold action to ensure that we succeed in tackling our challenges and opportunities.
Impact – Dedicated to making a significant and positive impact in everything we do.
Respect - Cultivate a respectful and inclusive environment where everyone is valued and collaboration is encouraged.
Zotefoams is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees