Customer Service and Internal Sales Lead

The Customer Service & Internal Sales Executive is a key point of contact for customers and the commercial team, providing responsive, accurate and professional support throughout the customer journey. The role is responsible for coordinating customer enquiries, quotations and orders, maintaining accurate customer and order data, and working cross-functionally to ensure commitments are delivered on time. The position also supports account development and commercial opportunities by building strong customer relationships, identifying customer needs and ensuring a consistently high standard of service.

• Act as a primary day-to-day contact for assigned customers, responding to enquiries, requests and issues in a timely, professional and customer-focused manner.
• Process and maintain customer orders accurately from receipt through to fulfilment, ensuring pricing, quantities, delivery requirements and customer information are correct.
• Prepare and coordinate quotations and commercial information in partnership with the Sales team, following up as required and maintaining clear records.
• Maintain a structured log of open customer issues and actions, proactively communicating progress, risks and expected resolution dates.
• Coordinate internally with Sales, Planning, Production, Quality, Supply Chain, Finance and other functions to resolve customer requirements and support on-time delivery.
• Maintain accurate customer master data, order records, contact information and other relevant information within SAP and/or company systems.
• Monitor customer requirements, forecasts and order patterns, escalating potential service, supply or commercial risks at an early stage.
• Support customer scorecards, service reviews and performance reporting, ensuring actions are tracked through to completion.
• Build customer loyalty through proactive communication, effective problem solving and a strong understanding of individual customer requirements.
• Support the management of key accounts and identify opportunities for additional business, new products or service improvements, referring opportunities to the appropriate Sales representative.
• Maintain appropriate controls over customer-facing correspondence and documentation to ensure communications are accurate, professional and consistent.
• Develop and maintain a strong working knowledge of Nelipak products, capabilities, customer requirements, policies, procedures and relevant systems.
• Contribute to continuous improvement of customer service processes, reporting, technology and ways of working, with a focus on improving the customer experience and ease of doing business.
• Maintain customer and commercial information in accordance with company confidentiality, data protection, quality and compliance requirements.
• Demonstrate a high level of accuracy, ownership and follow-through in all aspects of the role.
• Work in line with Nelipak Core Values and support a collaborative, customer-centric culture.
• Become a core expert in what Nelipak offers to leverage solutions to fit customer needs.

• Excellent communication and interpersonal skills; strong attention to detail; customer focus; commercial awareness; organization and prioritization; problem solving; ability to manage multiple priorities; confidence working cross-functionally; and a proactive, accountable approach.
• Strong skills in MS Office suite.
• Hands on experience with SAP or another ERP/order management system is highly desirable.
• Excellent communication skills—both verbal and written—with a professional demeanor
• Previous experience in customer service, internal sales, order management, sales support or a similar customer-facing role.
• Experience in enterprise selling, corporate sales environments, or technology sales is highly desirable
• Experience with in medical device, pharmaceutical, healthcare packaging or another regulated manufacturing environment is an advantage.
• Leadership qualities that foster teamwork and motivate peers toward shared objectives
• Bachelors/MBA preferred, but direct experience will be strongly considered in lieu of a degree.

This is an on site position

Education:

• Bachelor's (Preferred)

Experience:

• B2B sales: 3 years (Preferred)
• Customer relationship management: 3 years (Required)