Customer Service Executive

Title of Position Customer Service Executive
Main Place of Work Wanzl UK – Europa House, Heathcote Lane, Warwick – CV34 6SP
Reporting to Account Manager/Client delivery manager
Hours of Work Monday to Friday 37.5 hours per week (Lunch additional)
Company overview
The Wanzl Group is a recognised global leader for the supply of retail equipment and services across the Logistics Industry and retail sector.
The Wanzl UK Group of companies is the largest subsidiary of Wanzl turning over circa £80m annually & currently employs circa 700 staff throughout the UK & Republic of Ireland.
Job Description
As Customer Service Executive, you will act for a nominated customer and manage allocated accounts ensuring delivery of goods and services to optimise quality of service, business growth and high levels of customer satisfaction.
You will be responsible for providing an end to end service from taking requests from customers for product or service, to co-ordinating the activities of the all internal resource to deliver the customers solution on time and to expectation.
Key Responsibilities
* To forecast, manage and control reasonable and appropriate levels of equipment stock availability, from both a Wanzl and Customer perspective using the company ERP system to plan demand.
* To ensure that Customer stores are supplied with the correct equipment necessary for normal operational purposes.
* To ensure that all aspects of our service delivery are aligned. Including working with the systems provided and in collaboration with other colleagues, to ensure that scheduling of any purchased parts, internal manufacture and installation teams are aligned with contractual requirements, to ensure ‘right first time’ using the company ERP systems.
* Provide accurate commercial account reports on sales orders, stock and debt status.
* Regular review of key business activity programmes and implementing action plans to ensure that equipment availability is maximised to support New Stores, Refits, Top Ups, Peak Trading and specific Projects.
* Hold regular operational contact / meetings with the Customer management teams at varying levels of seniority. Involving the Wanzl Operational team where appropriate to support.
* Establishing and maintaining close operational relationships with Finance and Buying team in the Customer to ensure that there is a smooth flow to equipment supply, budgets are managed effectively and that account payments are up to date to prevent any potential interruption to equipment supplies,
* Pro- actively producing and communicating / uploading of management reports to demonstrate compliance and performance of agreed customer KP
* To establish and manage relationships across all functions within Wanzl UK to ensure that customer needs are delivered on time and accurately by working together to achieve ‘right first time’ delivery of goods and services
* Manage administration resource appropriately to ensure that workflow such as order processing and invoicing is prompt and accurate
* Identify areas of improvement and work cross functionally to implement continuous improvement.
* To understand and support strategy, tactics, sales plans and profit targets to meet and achieve the company product and customer mix targets within the Customer account.
* To achieve individual personal objectives in line with profit centre strategies and overall company strategy.
* To identify and build close business relationships with key decision making personnel within the Customer.
* To proactively identify business risks.
Skills and experience
Requirements:
* Proven track record of relationship building with internal and external Customers and delivering great Customer Service in project based role
* Previous work experience in one or more roles, sales Administration, procurement, operational admin/ planning, warehouse/ logistics administration, general office administration.
* Self-motivated, organised, calm, accurate, confident and a clear communicator.
* Ability to be proactive in identifying customer needs and delivering new business opportunities within a Key Account.
* Ability to engage internal team support (Purchasing, production, Distribution, Installation etc.) to satisfy customer needs
* Computer literate with a good demonstrated level of competence with Excel and other Microsoft packages
* Ability to Drive
Flexibility
Your attention is drawn to the fact that in some cases particular duties and responsibilities are difficult to define in detail and may vary from time to time without changing the general character of the duties and level of responsibilities entailed.
In addition, it is a requirement of all employees that they accept elements of flexibility in duties and responsibilities and when necessary interchange within the Group which will meet the changing needs and demands of the service