Customer Services Executive

Vacancy: Customer Service Executive

Location: Royston

Job Family: Commercial

As the Customer Service Executive, you will ensure the provision of a high quality, proficient customer interface; to prepare quotations and/or process customer orders/jobs, to handle and resolve day to day customer queries and issues, and to be an integral part of the European Commercial Team.

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

Your responsibilities:

• Work in the PGMS Products or PGMS Services Customer Service teams to deliver excellent levels of customer service.
• Process customer orders and requests (PGMS Services) or quotations (PGMS Products) in accordance with customers' requirements and established systems and procedures to ensure that the correct services/goods are delivered to our customers within promised timescales.
• Work closely with the relevant operational teams to facilitate high levels of customer service and ensure that customers and all relevant internal stakeholders are immediately informed of potential problems and delays. Provide the voice of the customer internally.
• Liaise with local JM Sales offices/Managers and agents to support their sales activities.
• Liaise with Metal Control, Finance and Shipping personnel to establish the validity of customer accounts/Letter of Credits, to deal with any queries arising from such checks where appropriate to do so and to ensure customer transactions and queries are actioned as required.
• Own customer complaints, ensure active and thorough management of investigation to the satisfaction of the customer and escalate as required
• Maintain up-to-date knowledge of all relevant company procedures and systems and adhere to these, checking the accuracy of data entry and paperwork to minimise the risk of error
• Maintain good Ethics and Compliance knowledge. Follow all E&C procedures e.g. due diligence, waste acceptance checks, sanctions checks, TPI's and flag to management any causes for concern
• Develop strong and productive customer relationships
• Contribute to continuous improvement projects that relate to customer services within the business - either by leading projects or inputting where relevant
• Provide input into the sales and operations planning process with customer forecasts and insights
• Be an active part of and contribute to the Customer Service team, assisting with absence cover and general office duties.
• Provide training in sales systems, processes and procedures where applicable.
• Carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
• If required accompany other personnel in customer visits

Requirements for the role:

• Experience in a customer service environment with knowledge of sales systems
• High levels of numeracy and attention to detail, with the ability to make precise mathematical calculations Proficiency in Microsoft Office packages; especially Excel, with the ability to learn new systems and processes
• Ability to build strong collaborative relationships
• Excellent communication and personal skills
• Pragmatic and logical approach to delivering results
• Ability to ensure data integrity through attention to detail and quality data input
• Self-motivation to meet tight deadlines and prioritise workload in dynamic environment

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles).

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM .

Johnson Matthey is open for discussion on part time, job share and flexible working patterns.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks; early application is advised.

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Location: Bassingbourn, GB

Posted Date: 11/28/2024