Customer Facing & Order Management Representative

## Customer Facing & Order Management Representative Apply:
Hybrid:
Dunstable, UK:
Full time:
Posted Today:
Essity
265097
** Customer Facing & Order Management Representative
**** Join Our Customer Service Team at Essity!
** Are you passionate about delivering exceptional customer service? Our mission is to expertly handle the needs of our TENA customers, including the NHS, ensuring a stress-free, seamless experience while maintaining high levels of service. Join us in our journey of providing first-class customer support and making a positive difference in people's lives.

** What You Will Do*
* * Serve as the main point of contact for customers and Sales & Marketing teams, aiming for first call resolution.
* Provide timely and effective administrative support, ensuring excellent customer experience.
* Manage customer requests and queries in collaboration with sales representatives.
* Interact with service specialists for deeper knowledge and further investigation when needed.
* Proactively manage exception-based tasks to enhance the customer experience.
* Maintain a close relationship with sales representatives to jointly manage customer requests and queries.
* Utilise a case handling platform to manage exception-based tasks and enhance the customer experience.
* Leverage the service specialist network to provide an excellent customer experience.
* Ensure high query resolution proactivity and speed with 360° visibility of all customer interactions.
* Support sales in providing full visibility on customer interactions.
* Execute order to billing process tasks and identify opportunities to optimise order to billing activities.  
** Who You Are*
* * Previous experience in a Business-to-Business Customer Service environment is advantageous.
* Confident user of Microsoft Packages (Word, Excel, Outlook, MS Teams, Co-Pilot).
* Natural ability to form relationships and network effectively.
* Well-organised, able to prioritise workloads, and comfortable with interruptions.
* Emotionally controlled with self-awareness.
* Focused on delivering high levels of customer service and meeting commitments.
* Not fearful of complex problems and willing to go the extra mile to solve them.
* Experience with SAP is desirable.  
** Required Experience & Competencies*
* * Experience in customer service, handling enquiries, complaints, and requests effectively.
* Familiarity with CRM systems for efficient tracking of customer interactions and orders.
* Strong customer focus, efficient order processing, team collaboration, time management, adaptability, conflict resolution, and continuous improvement mindset.
* Good communication skills.
* Proficiency in English.  
** What We Can Offer You
** At Essity, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.