Customer Service Representative

at  Marmon Foodservice Technologies UK Limited

Marmon Foodservice Technologies UK Limited
Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we’re committed to attracting and retaining top talent.
Primary point of contact for customers, responding to a variety of inquiries via phone, email, and other communication channels.
Develop and maintain a good understanding of MFT equipment and spare parts.
Maintain customer satisfaction to the desired level.
Process customer orders accurately and efficiently, ensuring on time delivery, order fulfilment and invoicing in a timely manner.
Coordinate with relevant departments across the company. (i.e. Planning, Purchasing, Engineering, QA, etc..)

REQUIRED QUALIFICATIONS, SKILLS/COMPETENCIES

• Strong communication skills
• Organisational skills to develop a clear working process to follow up on quotes, orders and invoicing for MFT customers.
• Language skills: English (fluent), other language skills are desirable (Czech, German)
• Strong sense of urgency and willingness to take ownership, including attention to detail and the ability to multi-task, and drive tasks to completion (solution-oriented mindset).
• Ability to both work effectively in a team and independently.
• Comfortable working under pressure.
• Computer literate (MS Office package), ERP experience (SAP) and advanced Excel skill is a plus.
• 2 years of practical experience in a similar position, previous EMEA experience is desirable.

• Focuses on improving MFT customer satisfaction after the sale by providing consistent and expeditious customer service, helps customers solve problems with products or services, answers urgent questions, prevents potential issues, and ensures short- and long-term customer success.
• Builds trust and sustainable relationships with customers through open and interactive communication.
• Ensures an appropriate order flow and compliance with organizational policies.
• Handling of cancellations or changes in sales orders and communicating such changes effectively and timely to all relevant departments.
• Meets team metrics for:
• Order Entry lead-time (timely conversion of received Purchased Orders into Sales Orders in company ERP system),Order Accuracy (minimizing error shipped orders by cooperation on prevention of the error cases with respective teams/owners).
• Focuses on Days to Ship (no of days from order entry to ship date), including On-Time Delivery (OTD)
• Supports fulfillment of Sales Budget and Latest views commitments.