Job Title : Customer Service Specialist (MPX)

Location:Redditch

Hours:08:30 - 05:00 PM - 37.5 hours a week Monday to Friday

Hybrid work model - 3 days in the office and 2 days from home

Salary:16.41 an hour = £32,000 per annum

Contract:Fixed Term Contract - 12 months (Maternity Cover)

Start Date:ASAP

Hewett Recruitment is delighted to be working in partnership with our client to recruit an Customer Service Specialist on a 12-month maternity cover contract. This is an excellent opportunity to someone with Customer service background (senior) whilst supporting their European operations.

The Role - Customer Service Specialist (MPX)

Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment. Provides comprehensive support for all customer queries as part of a team, taking full accountability for outstanding actions and ensuring complete resolution of order processing, scheduling and shipping queries. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries

Key responsibilities

• Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)
• Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance
• Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure
• Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions
• Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets
• Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries
• Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes
• Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices
• Supports customer visits
• Participates in continuous improvement projects

Additional Responsibilities:

• Work as integral part of the Customer Service team to ensure accurate handling of the full end to end order life cycle. This includes order entry, order modifications, invoicing, credit/debit processing and preparation of all required logistics documents for export
• Manage a defined portfolio of export and intercompany accounts which require higher levels of complexity regulatory understanding, documentation accuracy and cross-functional coordination. Ensure full ownership of all customer interactions from initial query through to final resolution
• Act as lead for MPX (eCommerce platform) for the EMEA region, driving the development, improvement and adoption of the platform
• Prioritise enhancements, support testing cycles, validate fixes and ensure smooth rollouts
• Provide ongoing support and guidance to internal teams and customers to maintain optimal platform performance
• Act as an escalation point for complex order, system or logistic issues within your area of expertise
• Provide insights and propose solutions to address recurring issues, process gaps and customer pain points
• Support and development of corrective actions that improve service quality, and turnaround times
• Support with training new team members with processes, systems and best practices
• Provide backup coverage across multiple accounts to maintain continuity of service
• Act as super-user for key business systems, helping to troubleshoot issues, supporting system changes and escalating problems as needed