Planner/ Customer Service Representative

On Line People Limited are currently looking for Planner/ Customer Service Representative to work for one of our major clients based in Llanwern. This is initially a long term contract position, working full time hours Monday to Friday.

Purpose: To ensure sales orders are processed promptly and accurately while adhering to all corporate procedures also coordinating the planning of production to deliver 100% customer satisfaction. This role will be a key part of the customer facing team to project a professional and customer focussed approach to deliver sales growth. This role requires a individual who understands the rollforming process and can also motivate and instill enthusiasm into the business. This individual must be adaptable, flexible, keen, enthusiastic, highly motivated and extremely results orientated in order to succeed. The individual must have a passion for achieving the desired outcome whilst adhering to strict leadtimes and customer service expectations all within a Zero Harm safety context.

Accountabilities:
Health & Safety, and Security
Challenge behaviours and actions where appropriate to ensure that the businesses activities, including those undertaken on the company’s behalf by a third party service provider, are conducted in a manner which fully complies with all the businesses health and safety and corporate policies.
Contribute to business security and asset protection so as to minimise loss.

Customer Service
Ensure a professional and business like impression of the company in all communications and transactions with customers. Promote customer service excellence in all activities undertaken and act as a facilitator to communicate customer feedback throughout business. Use Assist to encourage best practice and compliance with quality and complaints procedures throughout the business. Liase with other areas of the business to ensure a lean and efficient supply chain with minimum levels of WIP and delivery performance above 95%.
Regularly review the customer services report and other customer information to ensure all data held within the system is accurate and relevant.

Continuous Improvement
Suggest improvement activities to improve levels of customer satisfaction Communicate effectively with other business departments to maximise the effectiveness of changes. Develop and maintain a ‘shop window’ environment for your working area.

People Skills
Encourage and support colleagues to improve the skill levels within the business aiming for a multi skilled, fully flexible team. Promote a “can do” attitude through an enthusiastic approach striving to achieve targets and continually doing things better.

Finance
Monitor relevant KPIs, taking appropriate action to meet cost targets. Ensure compliance with all corporate procedures and Group Policy Documents including credit risk policy and daily control reports.
IT
Understand the administration and business IT systems associated with your activities to ensure effective and accurate operation of the department and maximum competence. Support members of the team in Stratix and Assist.
Planning / Productivity Improvements
Organise the production schedule for the operating lines to ensure optimum production performance to maximising margin and profitability. Benchmark actual performance against sales quoted performance and compile reports to enable corrective actions to be implemented.

Competencies:

Managing and Developing People
Directing others towards a goal, motivating and supporting them to achieve it. It involves providing a sense of direction to the team, holding people accountable, recognising good performance and developing people to improve performance
Drive, Motivation and Commitment
Doing things better, to meet and exceed goals and deadlines. It is about striving for excellence and continuous improvements overcoming obstacles and pressure to deliver results
Team working
Working and co-operating with a number of different individuals and groups to achieve common goals. It involves playing an active role as a team member whilst involving and encouraging others to contribute to the team achievements
Precision and Thoroughness
Paying attention to detail and checking the accuracy of work to ensure standards are met. It involves agreeing implementation and monitoring progress to achieve the required standards
Decision Making
Making sound and timely decisions, as well as having the confidence to make difficult and sometimes unpopular decisions
Health , Safety & Environmental Awareness
Understanding the need for, and demonstrating effective health , safety and environmental management
Customer and Quality Focus
Identifying, understanding and giving priority to meeting the needs of customers (both internal and external) and delivering a quality service.
Analysis and Problem Solving
Gathering appropriate information, breaking it down into smaller parts and planning to solve problems. It involves tracking the implications of a situation in a logical way, drawing sound conclusions and developing plans of action.

Skills & Knowledge:
Commercial
- Pricing Techniques
- Stock management
- Comm. Policy & Procedures
- Competition Law
- Credit management /Cash collection

Customer Service
- Customer Satisfaction
- Quality systems
- Delivery performance
- Customer complaints

Operations & Technical
- Product & process knowledge
- Contin. improve. techniques
- Value added potential

Safety
- ISRS safety system
- H&S Policy & Standards

People
- Negotiating skills
- Presentation skills
- HR Policies & Procedures

Financial
- Controls & Procedures
- Sales & purchase ledger
procedures
- Credit Management Policies

IT Systems
- Stratix SOP
- SAP Finance & HR
- Microsoft Office / Notes
- Assist