Customer Service Associate

Johnson Matthey
14 Aug 2019
15 Aug 2019
Contract Type
Full Time
Vacancy: Customer Service Associate

Location: Edinburgh

Job Family_ Commercial.

Customer Service Associate role is part of the Commercial Department providing excellent customer experience within a global manufacturing environment. This is delivered through excellent communication skills with both internal and external customers, effective relationship management skills with functions across multiple sites in UK & USA. Effective management of our short-term supply with support from Head of Customer Service. Management of supply, orders and licence requirements as a team to meet agreed customer commitments. Where relevant supporting team members with on job coaching and effective communication and prioritisation of work within department where relevant.

Principal accountabilities
  • To ensure as a team you are effectively managing the immediate supply and orders as detailed in our commercial forecast in line with our systems and processes.

  • To ensure as a team you are managing and communicating effectively and in a timely manner with Home Office on licences in line with our customers order and supply requirements of controlled drugs.

  • Organise documentation internally and externally to comply with cGMP (MHRA) and DFT/IATA requirements when processing orders.

  • Ensure as a team you are completing all company training requirements in line with our training system Mastercontrol.

  • Ensure as a team you are demonstrating effective communications in a timely manner to the internal and external customer in timely manner on the status of orders and any changes to short term supply of product and orders

  • To ensure delivery of great customer service in line with departments processes and company policies.

  • Follow all SOP's relating to the department and update as necessary.Assist in writing / amending SOPs

  • To manage customer complaint process with customer service associate, including management of logging of complaints and coordination of responses back from QA department to the customer in a timely manner.

  • To communicate regularly commercial department on relevant information relating to the department / customers / orders.

  • To prepare liaising with planning and demand planner / assist / drive Weekly Sales Review meetings and outputs.

  • To prepare Key Customer KPI data and present during monthly calls with customers

  • To prepare data for OTIF and Back Orders report

  • Attendance at Cell Meeting and cover head of Customer Service Level 2 Meeting

  • Any other reports requested by Commercial Director, Head of Customer Service or other functional Heads

  • Manage customer service associate in arranging transportation to meet customer needs.

  • To ensure as a team filing is kept up to date.

  • To ensure team are liaising with Finance Department on possible debtors.

  • Deputise Head of Customer Service during periods of annual leave and business trips

  • Deputise for other colleagues in Customer Service during periods of annual leave and other absences

  • Drive continuous improvement opportunities with support of Head of Customer Service within the department

Are you the ideal candidate?

You will have_

  • Ability to demonstrate knowledge and proven track record in delivering excellent customer service.

  • Excellent Excel & administrative skills

  • Understanding of sales forecasts and short-term management.

  • ERP Systems/IT knowledge

How to apply_

If you have the necessary skills and experience to join our team, please apply online. For more information please contact

Closing date for applications_ 21st August 2019


Similar jobs

Similar jobs