Customer Service Advisor & Customs Administrator

Purpose of the Role / Key activities and accountabilities

• Responsible for the collation, storage of key import and export declarations. Namely proof of export documents such as C88's.

• Maintain a compliant process to both customs and customers in processing entries to HMRC for shipments being imported and exported from the UK. Supporting our AEO accreditation.

• Process all types of local and international orders, returns and credits accurately in order to deliver goods within agreed timescales.

• Proactive communication via phone and email in a helpful and professional manner with customers and Key Account Manager throughout the order processing stages. Demonstrate role model behaviors.

• Capture and Analysis of feedback and complaints, other analyses as required.

• Support vigilance processes

• Provide management information.

• Update and maintain customer contract pricing in ERP.

• Work proactively as part of the Customer Service team, helping the team achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks and responsibilities as needed.

• Support cross training of other team members

• Ensure continuous improvement to processes and systems

• Ensure all health and safety and quality procedures are always followed

• Issue invoices, credit notes and statements, and support timely invoicing of used consignment inventory

• Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

• Provide support to ensure the ERP system accurately reflect returns, consignment stock, demo stock and reps warehouses

• Recommend changes to processes and act upon those recommendations

• Support cross training of other team members

• Supporting your colleagues and providing cover for any tasks and responsibilities as needed.

Values

Ambition: We play to win.

Focus: We put patients first.

Integrity: We keep our promises.

Openness: We are passionate about new ideas.

Respect: We support each other.

Competencies

Core and role specific competencies

Your key responsibilities will be:

• Proactive customer focus approach
• Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality
• Excellent written and verbal communication skills are essential.
• Strong organizational skills
• Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.
• Good problems solving skills with logical approach.
• Able to present information clearly and concisely.
• Able to work to performance target.
• Organized/Methodical/Rigorous
• Team spirit

Qualifications/ Training/Experience

Essential:

• PC literate and familiar with both word and Excel
• Excellent communication skills.

Desirable:

• An understanding of incoterms, and Import and Export required for international trade.
• Knowledge of Authorized Economic Operator (AEO) accreditation and associated business requirements
• Working knowledge of ERP
• Previous experience of working in a customer service environment.
• Able to prepare concise reports
• Experience of working in a high-pressure environment with the ability to work towards achieving objectives against tight deadlines
• Knowledge of health and safety procedures and experience in ISO 9001 environment