Customer service specialist (MPX)

Job Title : Customer Service Specialist (MPX)

Location: Redditch

Hours: 08:30 - 05:00 PM - 37.5 hours a week Monday to Friday

Hybrid work model - 3 days in the office and 2 days from home

Salary: 16.41 an hour = £32,000 per annum

Contract: Fixed Term Contract - 12 months (Maternity Cover)

Start Date: ASAP

The Role - Customer Service Specialist (MPX)

Responsible for the end to end order life cycle for assigned customer accounts to ensure timely order fulfilment. Provides comprehensive support for all customer queries as part of a team, taking full accountability for outstanding actions and ensuring complete resolution of order processing, scheduling and shipping queries. Acts as single point of contact for customer to resolve order processing, scheduling, and shipping queries.

Key Responsibilities

• Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)
• Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance
• Acts as single point of contact to the customer for order inquiries and escalations; manage escalations to closure
• Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions
• Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets
• Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries
• Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes
• Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices
• Supports customer visits
• Participates in continuous improvement projects

Additional Responsibilities

• Work as integral part of the Customer Service team to ensure accurate handling of the full end to end order life cycle. This includes order entry, order modifications, invoicing, credit/debit processing and preparation of all required logistics documents for export
• Manage a defined portfolio of export and intercompany accounts which require higher levels of complexity regulatory understanding, documentation accuracy and cross functional coordination. Ensure full ownership of all customer interactions from initial query through to final resolution
• Act as lead for MPX (eCommerce platform) for the EMEA region, driving the development, improvement and adoption of the platform
• Prioritise enhancements, support testing cycles, validate fixes and ensure smooth rollouts
• Provide ongoing support and guidance to internal teams and customers to maintain optimal platform performance
• Act as an escalation point for complex order, system or logistic issues within your area of expertise
• Provide insights and propose solutions to address recurring issues, process gaps and customer pain points
• Support and development of corrective actions that improve service quality, and turnaround times
• Support with training new team members with processes, systems and best practices
• Provide backup coverage across multiple accounts to maintain continuity of service
• Act as super user for key business systems, helping to troubleshoot issues, supporting system changes and escalating problems as needed