Customer Service Co-ordinator Export

Mast Group Ltd. are looking to recruit a Customer Service Coordinator Export to join the Customer Service team.

Mast Group Ltd. is a leading international manufacturer and supplier of medical diagnostics products for the diagnosis of infectious disease. Our products are used throughout the UK and worldwide. The job holder will operate, maintain and continuously improve customer and administrative support systems customers with the aim of assisting the Company in achieving its sales and serviceability objectives. The role will be located at Masts site in Daresbury.

THE ROLE

• To provide excellent pro-active service to our export customers and achieve defined Key Performance targets.
• To build good working relationships with customers and distributors.
• Work closely with sales team, product managers and marketing.
•  To operate the administrative and order processing functions of the Company related to all export operations. To own these processes and develop a system for continuous improvement of these functions.
• To provide reliable administrative support for the sales teams & Managers. For example literature fulfilment, copies of quote acceptances, PFI and at times customer quotations.
• To ensure consistent and timely reporting of Customer Service Key Performance targets.
• To own, manage keep up to date and ensure all appropriate databases are accurate, e.g. customer records including delivery address, VAT codes, territory allocation etc.
• Support Account Managers with co-ordination of accounts: To assist the sales team as appropriate in ensuring that all quotations and tenders are processed according to appropriate deadlines and standards.
• To ensure no orders processed without; valid PO; payment is first received for Cash-in-advance accounts. Credit stop override is performed in combination with credit control.
•  To lead on the resolution of queries & issues relating to export orders
•  To support Third Party Product Order Management related to Export activities, for example FIT
•  Primary contact for intercompany order management: Working with respective intercompany counterparts to support the implementation of routine monthly deliveries and subsequent introduction of short-term binding forecasts.
•  Responsibility for issuing credit notes (authorisation to be obtained at senior level)
•  In the event of back orders, contributing to the management and stock allocation to support sales order book fulfilment
•  Contributing, raising the need for and leading on implementation of CS related customer comms
•  Subject Matter Expert for audits as required
•  Export representative for cross-functional interactions e.g. complaints & CAPAs & continued development of team product knowledge
•  Contribution to the implementation & management of Pricing and Discounting processes, ensuring they are implemented appropriately within the team & ERP systems, inclusive of shipping & handling costs

THE PERSON

• GCSE or equivalent in English and Maths
• Experienced user of ERP such as SAGE
• Worked as CS
• Knowledge of SAGE
• Good IT skills
• Experience of direct customer interaction roles
• Able to work quickly to a high degree of accuracy and precision under pressure.
• Able to anticipate and solve a range of work-related problems using own initiative within the remit of the role.
• Able to work with cross-functional teams to deliver to the business’ requirements
• Able to demonstrate good communication skills, both written and verbal.
• Good understanding of current business best practices in customer service and communications
• Experience in managing customers’ accounts
• Flexible approach
• Able to work to deadlines and achieve set objectives
• Previous experience of working within the in–vitro diagnostics industry/ general understanding of the Scientific environment and market is desirable.

In addition to the specified duties the employee is expected to perform additional tasks when reasonably called upon to do so.