Customer Care Representative

Location: Houghton Le Spring

Manpower are recruiting for a Customer Care Representatives. This role will be a contract Maternity cover for a client based in Ashford. 12 - 18 months contract. Overall Mission Act as the central link between customers, operations, sales, and GBS to ensure customer requirements are fulfilled efficiently and cost-effectively. Build strong customer relationships, represent the Voice of the Customer, and manage the complete order-to-shipment process for assigned accounts.

Main Responsibilities Strategy Design & Execution Execute Customer Care strategy aligned with global guidelines. Monitor KPIs and take corrective actions where needed. Project Management Identify and support continuous-improvement opportunities. Participate in internal projects relevant to Customer Care. Subject Matter Expertise Support assigned customers and affiliates to fulfill order requirements; escalate issues when required. Collaborate with Customer Care team to provide superior service.

Maintain clear communication with customers, operations, sales, and GBS. Manage order changes, issue resolution, and customer complaints. Manage the full order-to-invoice cycle. Handle blocked or prioritised orders and customer returns. Build strong customer relationships and manage expectations. Analyse demand and forecasts; coordinate with planning on inventory needs. Participate in demand planning meetings. Maintain accurate customer records. Provide backup support for colleagues' accounts when needed.

Identify trends impacting customer experience and communicate insights. Support onboarding of new customers. Participate in customer visits and presentations. Education & Qualifications High School/Secondary Education required. Associate or University Degree preferred. English  additional language(s) as needed. 2-3 years industry experience, including customer-facing roles. Required Competencies Customer oriented Action oriented Autonomous Time management Priority setting Problem solving Conflict management Collaboration Strong communication skills Required Skills SAP and related processes Microsoft Office proficiency Strong written and verbal communication S&OP / basic project management understanding Knowledge of fragrance market (preferred) Knowledge of Incoterms & shipping terminology Flexibility and teamwork Lean/Six Sigma (White/Yellow Belt)