Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at Milliken.com and on Facebook, Instagram, LinkedIn and Twitter.
Reporting to the Customer Service Team Leader, the Customer Service Associate is to act as the primary representative regarding communication to the Customer, on behalf of Milliken, for all aspects of service and customer care in the EMEAI region. Responsible for overseeing a customer order from point of enquiry through to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world class service to all internal and external customers, they will lead by example to ensure a high level of pride, service, reliability and efficiency is maintained.

Ensuring objectives of the Customer Services Department are met in line with business requirements. This includes but is not limited to:

• Developing and maintaining active working relationships with customers (internal and external), especially key accounts and Milliken Sales Managers.
• Entering and managing all types of sales orders (in SAP) through to completion, including order entry, quotations, follow up on purchase orders, confirmation of shipment dates, assisting in tracking and expediting orders through production and shipping, delivery enquiries and tracking of shipments.
• Managing your open orders, overseeing customers’ projects from receipt of order, through Planning, Manufacturing, Shipping to the point of delivery on site, occasionally involving the need to identify special requirements to enable the appropriate shipping method to be selected.
• Entering all customer complaints in SAP and co-ordinating the resolution of the complaint including examining records (for example invoices, proof of deliveries, purchase orders) to obtain facts about the complaint and liaising with other departments (e.g. Credit, Warehouse, Quality, Planning) to collate necessary information and bring about a solution.
• Having a deep understanding of all Customer Service duties and requirements and be both willing and able to provide cover for team mates as and when required.
• Responding to enquiries in a professional and timely manner and aiming to provide accurate and complete information. If an enquiry cannot be fully addressed at the first point of contact, sending an interim response setting clear expectations of the next steps and delivering on those commitments. Enquiries can include stock checks, lead times, ETA requests, product/technical information etc.
• Managing and resolving conflict when we are unable to meet the customers’ expectations.
• Demonstrate teamwork to ensure achievement of team, individual and business goals.
• Communicating and proactively resolving all problems in conjunction with the Customer Service Team Leader, identifying issues which could potentially become problematic and reacting quickly to emergencies.
• Addressing difficult situations with customers, using the telephone as the initial method of communication.
• Actively identifying opportunities for further business growth through excellent service.
• Continuously improve our service by proactively welcoming suggestions and seeking feedback from customers internally and externally.
• Answering calls promptly and politely and ensuring yourself and the company are appropriately identified upon answering calls and returning any unanswered calls promptly.
• Responding to customers’ needs while remaining consistent with company standards, culture and business practices.
• Interacting with internal and external customers/colleagues in a professional, positive and courteous manner, always being attentive and polite.
• Leading by example to ensure a high level of pride, service, reliability and efficiency is maintained.
• Working within an environment of trust to ensure honest, open and direct communication.
• Using clear, concise language that is easily understood and appropriate within a professional environment to communicate with all customers/colleagues internally and externally at all levels of the organisation.
• Liaising with other departments within the Company to ensure our customers’ requirements are met.
• Proactively assisting other departments within the Company as and when required.
• Initiating and maintaining a viable workflow to ensure accurate and timely processing of all documentation for both internal and external customers.
• Participates in special projects and performs additional duties as required.
• Identifying improvements and taking a pro-active approach to issues.
• Able and prepared to make decisions within the scope of the role.
• Flexibility with working hours is also required when necessary.
• Consistently applying these standards across all areas internally and externally
• Complying with all company policies and procedures.

Please refer the Job description for details