Customer Service Representative

The purpose of the role is to enhance customer relationships while ensuring the safe and cost-effective movement of products. The candidate must deliver outstanding customer service, effectively manage complex requests, and build strong relationships with customers. Key responsibilities include preparing necessary documentation for shipments, maintaining accurate order records, and possessing knowledge of import/export processes. Attention to detail is crucial, particularly in documentation. The ideal candidate is customer-focused, possesses excellent communication skills, and has experience in a Supply Chain environment. Proficiency in ERP systems like SAP and intermediate skills in Microsoft Office are also required. Fluency in French, Spanish, or Italian is advantageous.

Overall purpose: To enhance customer relationships whilst organising the safe, cost-effective movement of products to meet customer requirements.

• Customer focused: Driven to provide outstanding customer service. The candidate should be able to effectively address complex customer requests and proactively follow up on deliveries, enquiries, and issues. Building excellent relationships with customers and going the extra mile to ensure Innospec remains as first choice.
• Manages customer, internal and external expectations and relationships whilst striving to constantly improve Customer satisfaction
• Collates and prepares all relevant documentation applicable to each movement – (e.g. Certificates of Analysis, Customs and Shipping invoices, Packing Lists, Consignment Notes/Delivery Notes, invoices etc.)
• Books final dates for orders and maintains system dates, keeping all orders current and accurate
• Import/Export: Knowledge in both import and export (EU and ROW) is an advantage.
• Diligence and attention to detail is required at all times – especially when raising appropriate export documentation (to a first-rate standard).
• Continuous Improvement: Has a CI mentality. Always thinking of improvements that will improve customer service, balance costs and drive excellence
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and assist in closing all customer complaints within 2 months.
• System Knowledge: Has sufficient ERP knowledge to fulfil this and any other role within the Customer Care team (including advanced troubleshooting). Experience of SAP would be a bonus. An intermediate level of Excel, Word, PowerPoint and Outlook is also required.
• Participates in Supply Chain projects as and when required
• Language: Fluent in French, Spanish or Italian would be beneficial

Person Spec

• Highly Customer Focused
• Excellent communication skills, both verbal and written
• Export principles in Europe and ROW including Export documentation and import principles into the UK (domestic customers)
• Knowledge of export orders
• Ability to manage time well and prioritise work patterns
• Previous experience within a Supply Chain environment
• Team Player
• SAP – ERP Platform knowledge, Excel, Word, PowerPoint and Outlook