Customer Service Executive

2 weeks ago

Dublin, Dublin City, Ireland MM Fibre Packaging Ireland Ltd Full time

Company description:

MM is a global leader in consumer packaging. The Group provides packaging solutions for cartonboard and folding cartons with an attractive offer in kraft papers, uncoated fine papers, leaflets and labels. MM promotes sustainable development through innovative, recyclable packaging and paper products.

Our heart beats for talents - be one of them

Job description:

The Customer service role will be responsible for managing, administering, and coordinating all aspects of customer requirements from order placement to shipment of finished goods, executing a positive customer experience.

Customer Service core
  • This role is to provide daily support to customers in terms of order input, new business projects and all customer and internal queries, improvements, and updates for the customer.
  • Entering information onto the company official CR system.
  • Following up on ETA's from internal and external production teams and advising customers.
  • Dealing with the customer queries to the required standard.
  • Supporting the customer service Manager with other customer requirements when necessary.
  • Involvement in standards improvements and progression with the customer services / commercial manager.
  • Promoting products and services that will benefit our customers.
  • Build and maintain excellent product knowledge.
  • Ensure effective communication with other employees.
  • Liaising with Production, Planning, Finance, Dispatch and Technical support on all necessary matters.
  • Supporting standardization efforts.
  • Covering other colleagues during absences, ensuring no gaps in execution.
  • Working knowledge of planning role.
  • Confidence in reporting on OTIF, Lead time, KPI reporting etc.
  • To get the optimal understanding of customer's organization, product portfolio, customer needs and decision making.
  • Liaising with internal departments such as production and quality in order to communicate customer requirements and ensure correct prioritisation of production resources.
Customer Service supporting
  • Driving improvement initiatives in the customer experience.
  • Fostering a team-based culture.
  • Provide data analysis to internal and external customers as required.
  • Cover periods of holidays in the team by hands-on order management if required.
  • Accountable for H&S awareness and completion of MM policies and security training.
  • Point of contact to the commercial team in case of queries about deliveries, new business, customer information etc.
Skills/competencies - nice to have
  • Work experience in a Company with a well-developed Safety and quality culture.
  • Project Management experience.
  • S&OP experience.
Key Relationships
  • Site Managing Director.
  • Operations Director.
  • Onboarding/CI manager.
  • Planning manager.
  • Production supervisors.
  • Quality Manager.

Profile description:

Experience and Core Skills:
  • Highly developed sense of ownership, takes responsibility for deliverables in the CS area.
  • Team building, team member training skills.
  • Customer service focus.
  • Relationship building.
  • Continuous improvement focus – evidence of own improvement initiatives realised.
  • Commercial nous – experience of representing Company to customer.
  • Hands-on – will need to step into team to execute processes during time of holiday etc. E.g. backup CS team members.
  • High competence with numbers and excel.
  • Good/high energy level.
  • Technical bent - ability to learn the intricacies of the production processes and item range to advise customers on best solution.
  • Minimum 3 years' experience in a strategic customer service role.
  • Strong analytic and problem-solving skills.
  • Proficient in Microsoft Office applications.
  • Sound knowledge of material requirements planning systems and related software.
  • Excellent organisational and time management skills.
  • Expresses themselves with confidence, both orally and in writing.
  • Experience in working with and influencing key stakeholders.
  • Communication/interpersonal skills.
  • Systems knowledge.
  • Flexible to the needs of the business.

Please send on your application outlining your relevant experience for this role and we will be in touch.

We look forward to hearing from you.

Skills:
Customer interface, Production planning exposure, good manufacturing practice, Industry experience.

Benefits:
Laptop, Life Assurance, Parking, Pension, tax saver scheme, Employee Assistance Program.

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