The Customer Liaison Clerk will process customer orders and enquiries, ensuring products, prices and delivery requirements have been considered in accordance with both customer and company requirements.
Processing of orders following the procedure and guidance from the Senior Customer Service Supervisor and Commercial Manager.
To issue Order Acknowledgements to customers as outlined in a timely manner.
To file documents in line with departmental procedure to enable full traceability of all orders received.
Assisting customers on the telephone or by email whether to progress existing orders or enquiring about product prices or delivery.
Following pricing guidelines for all quotations/enquiries and orders in line with the prevailing Company policy.
Updating of customer portals online with scheduled delivery dates and further information as required.
Handling of customer complaints, raising returns requests and requesting credit notes where appropriate.
To provide any ad-hoc reports or tasks as may be deemed necessary from time to time.
Providing cover for other roles within the Department during times of absence such as holidays etc.
Following all guidelines and duties as allocated either permanently or temporarily.
In the Commercial Managers absence guidance will be provided by the Senior Customer Service Supervisor or the Sales & Marketing Director.
NATURE AND SCOPE:
To identify the customer’s requirements and respond to all orders and enquiries in a timely and professional manner.
Ensure that all Commercial activities are carried out in a controlled manner in line with Commercial policy and procedures.
Ensure that through effective communication and processes the development of appropriate professional relationships with customers continues.
Assist with the ongoing review of Commercial practices and procedures as well as carry out ad hoc project work when required.