Customer Account Controller

Customer Account Controller 
Salary: £30,000 + 25% Bonus 
Contract: Fixed Term 18 Months 
Location: Milton Keynes 

Hours: 09:00-17:00 Monday to Friday

A top 10 global, award-winning company seeks an experienced Customer Account Controller to join their successful team.
  
The purpose of this role is to work within a frontline Customer Service Team, in the delivery of a first class level of service, by ensuring all customers reagent consumables, QC orders, standing orders, batch holds and administration tasks are processed correctly and in an efficient and timely manner.
  
Ensuring adherence to: processes, procedures, agreed KPI’s/objectives, service level agreements and quality standards to optimise the service provision and give maximum customer satisfaction.


Key Responsibilities: 
 
CUSTOMER ORDER PROCESSING Ensuring all customer / intercompany reagent orders are processed in an efficient and timely manner, including logging & processing orders and ensuring progress, dealing with enquiries, adhering to agreed kpi’s, service level agreements and quality standards to maximise customer satisfaction.

KPIS Assist towards company & team KPIs.

IRELAND Maintain our special relationship with our partners in Northern / Southern Ireland. Process monthly orders, book carriers.

MEETINGS Be a part of regular meetings that requires a representative from the reagents team.

CONTRACT MANAGEMENT Keep up to date by regularly reviewing the contract management system and taking part in contract management meetings to ensure a smooth transition and optimal customer satisfaction. Work closely with the SAP / Account managers team at all times.

CONTRACT AND SCHEDULED AGREEMENTS Maintain and deliver scheduled agreements for all relevant parties and ensure these are assessed on a regular basis.
SAP CHANGE CONTROL Ensuring all new accounts or pricing changes are registered and processed through the SAP Change Control System.

QUALITY CONTROL MATERIAL Ensure regular reviews of each QC type is reported to the departments lead to reduce wastage. Process quarterly shipments, chase outstanding POs and ensure 5* communication to build relationships.

BATCH HOLD MANAGEMENT Review customer batch holds to ensure optimum levels of stock so there are no back orders. Regular meetings with account managers & customers to ensure no write off.

STOCK Work with the stock control and warehouse team to eliminate any potential for backorders or stock write off.

BACK ORDERS Back orders are kept to a minimum (as well as Batch hold) and work alongside the stock control team to achieve this.

ENSURE COMPLIANCE WITH COMPANY, ISO STANDARDS, EXTERNAL BODIES, LEGAL, OHAS AND ENVIRONMENTAL REQUIREMENTS. Comply with ISO-14001/ISO-9001/ISO27001 standards and requirements. Use Personal Protective Equipment as required.

GENERAL HOUSEKEEPING Protect and maintain company property. Maintain expenses within guidelines. Assist the company as required. Promote the business at all times as a leader in the diagnostic market.
  

Job Description – Skills, Knowledge and Aptitude: 
 
Communications Excellent verbal and written skills. Understands requirements for timely and effective communication to the right people.

Organisation Ability to balance demand and resource; ensuring optimum performance levels and best outcome.

Focus to results Fully understands all KPI targets, company objectives and maintains focus to achieve these on time within constraints.

Listening Skills Ensure optimum listening and acknowledgement skills are utilised to ensure full scoping.

Decisive Makes timely, informed decisions that take into account the facts, goals, constraints, and risks. Considers lessons learned from experience, balances analysis, wisdom, experience, and perspective when making decision.

Cooperation/Teamwork Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone; helps to set a tone of Co-operation within the work group and across groups; coordinates own work with others; seeks opinions; values.

Attention to detail Through, methodical and precise approach to role, tasks and projects.

Self-motivator Ability to look for and take empowerment, does what needs to be done, without influence from other people or situations.  Fully engaged and can find a reason and strength to complete a task, even when challenging, without giving up or needing another to encourage them.

Innovative Looks for innovative ways, to make changes and or find efficiencies or improvements.

Presentation Skills Able to express ideas and proposals in a clear, accurate and structured manner, utilising relevant technology as required.

Time Management Has a sense of urgency and can balance demand with resource.
  

Job Description – Qualifications and Experience:
 
Essential Requirements      
Minimum 3 year’s consecutive in a customer service role within the last 5 years
GCSE Maths and English or equivalent
Excellent verbal & written communications skills
 
Desirable Requirements
Warehouse environment Experience
Microsoft Office knowledge experience
SAP Experience
 
Excellent Company Benefits: 
 
Competitive Salary, Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox and Gym membership.