An exciting opportunity has become available for a suitable candidate to join the UK Sales Team, based in our New Jersey Office, US. Reporting to the Key Account Manager US, the Customer Relations Manager will work with the Customer Services and Logistics Coordinator to provide excellent customer service to the US client base, ensuring customer requirements are properly recorded and met by working closely with various other departments in the UK including Sales, Sales Co-ordination, Logistics, and Production. With the support of the Customer Services and Logistics Coordinator, the workload will be split as business requires to meet our internal demand and the Customer Relations Manager will take a stronger role in communicating with customers.


Communication

  • Display excellent communication skills, both orally and in all written formats
  • Handle customer enquiries via telephone & email
  • Be thorough and clear in all communication
  • Take leadership in dealing with complaints and customer communication

General Duties

  • Provide excellent customer service
  • Ensure customer requirements are properly recorded in our internal systems and met
  • Raise and manage customer complaints throughout the whole resolution process
  • Solve problems through investigation and research
  • Provide regular status update on the Customer Service performance and service levels
  • Work closely with CPL’s global CS teams in the various manufacturing and sales sites
  • Establish necessary relationships internally and ensure improved process efficiency
  • Support other members of your team
  • Deal with HR-related enquiries for the US in collaboration with the HR Manager
  • Manage and carry out any other duties as assigned.
  • Promote CPL’s values and best practices
  • Adhere to CPL policies and procedures

Order Management

  • Manage order entry and process customer orders
  • Liaise between the customer and the customer service team at our Brixworth manufacturing and logistics for deliveries and orders
  • Cooperate with the sales team and sales coordinators to assist with pricing and order related enquires
  • Distribute order confirmation and any other documentation relating to orders as per the customers’ requirements and CPL’s quality standards
  • Liaise with CPL’s Accounting Department when needed

Additional Responsibilities include:

  • Manging the US Banking process end to end
  • To ensure accurate use and application of MS Dynamics AX through training from the UK IT and Sales Teams
  • Build and sustain relationship with Global Essence, who are CPL’s outsourced warehouse/logistics partner.
  • Submit periodic Sales Forecasting through AX
  • Support the Global Accounts management for North America

The ideal candidate will:

  • Have at least 5 years’ experience in Customer Service
  • Have strong skills in Microsoft Office incl. most importantly Excel, and ability to work with Microsoft Dynamics AX
  • Be self-motivated with positive attitude
  • Be customer-oriented
  • Able to work independently and as team player
  • Willing to work on continuous improvement personally and within the customer service team
  • Exhibit excellent communication skills
  • Pay attention to detail
  • Be thorough and clear in their communication
  • Have good time management with the ability to meet deadlines
  • Be an effective problem solver
  • Be able to multitask, even when under pressure

Attributes

Must display and demonstrate attitudes in line with the Company Values (Our Ingredients)

 

OUR INGREDIENTS

Quality

We accept only the best in what we do and innovate constantly

Responsibility

We do good through our work and contribute to the well-being of society

Sustainable Mindset 

We care about future generations and are committed to preserve our planets resources

Independence                      

We alone decide our future and our freedom allows us to be truly creative

Family Pride

We nurture long term relationships and encourage trust and respect

 

Our employees contribute in a valuable way to innovate and deliver world-class fragrances to clients across the globe.

Suitable candidates are invited to apply for this role by submitting an updated CV, under cover of a letter to nazli.roskin@cplaromas.com