Job Description

Job Advert

Role overview:

Pitreavie Packaging Ltd have an exciting opportunity for an experienced customer service professional to join the Cumbernauld team. The role is full time 37.5 hours a week on a permanent contract, working Monday-Friday.



It is Pitreavie Packaging's mission to be at the forefront of the market, continually solving real problems for customers with innovative and effective solutions through every stage - initial design concept, development, prototyping and manufacture. Their people, their knowledge, their technology, and their customer service levels are key to the business and are what makes them stand out from competitors.



As a Customer Service Representative, your key role is to foster strong, trusting relationships with our customers by consistently delivering excellent service. This involves actively managing and nurturing relationships with the Company's customer base, ensuring their needs are met promptly. This role focuses on understanding and addressing customer inquiries, resolving issues, and providing solutions that enhance the customer experience.

Key Role Accountabilities:

Manage the relationship for a defined group of customers. Collaborate closely with customers to align demand and orders effectively. Maintain stock balance reports and communicate to the customer (including internal stakeholders) as per the agreed timescales. Work in partnership with the commercial contact to identify gaps to grow sales and ensure that there is always one-aligned message. Inherent curiosity about the customer, business strategy/direction. Identify ways that Pitreavie can grow and develop the strategic relationship. Maintain customer folder to save and record email communication/meeting minutes and other interactions. Daily OTIF Root Cause Investigation & Reporting. Proactive notification to the customer on any change to a delivery. Daily processing of customer orders / order acknowledgment response within the agreed timescales. Respond to any customer enquiry in a timely manner. Ensure that all the customer details are correctly setup in internal systems. Ensure that the on-boarding documents are attached to the system and sent to the relevant parties (on-boarding email address/ transport/ manufacturing) Follow-up and resolve any outstanding customer queries. Review of the Aged Stock and seek opportunities to clear with customer. Raise any customer collection notes as required. Ensure fully processed in internal system and follow through to completion and uplift and credit note where required. Support with any 'month end' tasks as required (stock balance sheets / storage invoicing). Maintain Customer Price Lists.

Knowledge, Skills and Experience:

Experience of customer collaboration and relationship management Experience in a customer service environment Commercial awareness Experience of Microsoft packages (word, excel and preferable Abaca)

Full System and product training will be provided

Personal Attributes:

Best in class customer service skills Excellent communication skills Willing to embrace change Proactive problem solver Ability to prioritise and manage time effectively. Ability to work as part of a team

Key Performance Indicators (KPIs):

On time in full (OTIF) Inventory Accurate stock reports issued on time to customer base Order processing with agreed timescales

Employee Benefits:

6 weeks/30 Days Holiday from Day 1 (increasing to 34 with Length of Service) Ability to Purchase 3 Additional Holidays Annually 3 Times Life Assurance Employee Assistance Programme Cycle2Work Scheme Refer a Friend Scheme worth 750 per referral Retail discounts offered through Caboodle Health and wellbeing initiatives * Support local charities