Customer Service Planner

MPI have a requirement for a Customer Services Officer to work on site in Stafford on a 6 month contract.

Rate of pay £14.66 per hour Days PAYE
£21.99 O/time Mon-Fri 1.5 PAYE
£29.32 O/time Sat/Sun & BH x 2 PAYE

JOB PURPOSE
To assist the Customer Service Manager and Commercial Management Team to provide specific customer services and to provide an effective customer/business interface to sustain and increase customer revenue; manage customer demand; customer relationship management; control and manage risk; oversee contractual deliverables.

RESPONSIBILITIES OF THE JOB

1. Build long-term relationships with the customer and other stakeholders.
2. Meeting objectives as set in the commercial functional plan.
3. Represent the business at regular customer meetings and where empowered be the customer’s main point of contact for performance, communication, escalation, reporting and customer satisfaction. Agree work priorities with customers.
4. Monitor contractual and delivery performance, hold periodic internal reviews prior to formal customer reviews.
5. Ensure effective customer communications on contract or product issues; develop and maintain relationships with the customer to develop and establish new products and services. Promote team working with the customer.
6. Support the strategic planning process. Provide support to the Commercial Manager and Senior Customer Services Manager with input to business winning strategies, the demand plan and other initiatives.
7. Together with the customer, agree, then deliver and manage an accurate and realistic 2 year demand plan. Pass the plan into demand profiling activity.
8. Deliver the customer service provision in accordance with Key Performance Indicators (KPIs).
9. Deliver the customer service strategy via the Customer Service Manager created account plan (where implemented).
10. Adhere to demand planning, sales and operational planning processes and standards.
11. Complete import and export paperwork adhering to HMRC regulations.
12. Carry out agreed feedback interviews for annual customer confidence index survey. Provide completed questionnaires to the co-ordinator.
13. Assist the Contracts and Customer Service Managers by sending debt reports to the customers and requesting resolution in accordance with the managing the aged debtor (unbilled, invoiced) process, highlighting risks where non-payment or delays in payment is anticipated.
14. Consult and inform commercial and financial management on issues of compliance, delivery, government assets, import/export issues, ITAR and contractual risk.
15. Meeting targets as set in the Commercial Functional Plan.
16. Promote and encourage team working across functional roles to ensure delivery of demand plan, minimise demand risk and win business.
17. Contribute to developing continuous improvement and innovative ways of doing business to increase the efficiency of the responsibilities of the job.
18. To support and enhance the TU / Management relationship through partnered behaviour.
19. Deliver to 2.CBP.PRO.08 - Process Map Customer Service Management and suggest improvements as required.

REQUIRED KNOWLEDGE AND SKILLS

1. Baan Role Forward Planning Commercial (FPCO) (Beneficial but not essential).
2. Strong IT Skills to be able to manipulate and present data — to competently produce Vlookups and use formulas to enhance data analysis, pivot tables and the creation of dashboards utilising these methods.
3. Management of the relationship with customers, contracts, supporting sustaining and winning business and consultative selling.
4. Demonstrate ability to communicate the demand plan effectively and knowingly with all grades and business.
5. Demonstrate ability to receive information which relates to the demand plan and provide advice or challenge accordingly or effect a change in the demand plan knowing the consequences.
6. Import & Export Control procedures & Returns to HMRC.
7. Learning agility.

INTELLECTUAL DEMANDS OF THE JOB

1. Analysis and assessment of errors in data.
2. Accuracy and attention to detail.
3. Creative and agile thinking to address customer problems.
4. The role is self-directed, under the guidance and support of the Customer Services Manager. The role holder is required to work on own initiative and make independent decisions. Decisions impact customers and their perceptions.
5. Delivery to high standards and within tight deadlines, often under pressure and competing and conflicting issues, demands.
6. Where empowered required to influence, manage resistance to change; to win new customers and business.

COMMUNICATION DEMANDS OF THE JOB

1. 50% internal communication with all areas of the business at all levels.
2. 50% external communications with customers. Time spent varies on receiving new customers; where more communication and relationship building is generally required.

PHYSICAL DEMANDS

1. Office based role, significant time spent using Desktop/Laptop/VDU.
2. Requirement to work remotely with some travel and overnight stays.

WORK ENVIRONMENT
Office Work in large open plan office with a variation of noise levels.

REQUIRED EDUCATION AND EXPERIENCE

1. Appreciation of technical equipment, MoD supply chains and introductory project management principles to enable consultative selling and meaningful, efficient and effective communications with the customer.
2. Minimum Maths and English at O level grade C / GCSE Grade 5 standard or equivalent or able to demonstrate required level of mathematical manipulation, pricing bids when empowered and report / communication writing.
3. European Computer Driving Licence qualified or Microsoft Office at the required level.
4. Knowledge of other IT software packages for example business ERP system, Customer relationship management tools and customer web portals.