Careers at Sekura.

Customer Service Representative 

Location: Colchester

Sekura Global is a provider of innovative loss prevention solutions specializing in security tags. We partner with large retailers to develop discreet, easy to use products that offer a high level of security, protection, and peace of mind. Our mission is to be the world’s most innovative global retail security provider.

We are seeking an experienced Customer Service Representative to join our fast-growing team. This position will be based in our Colchester office with primary responsibility to provide outstanding customer account management. To succeed in this position, you will be able to work in a fast-paced environment, be self-motivated, quick-thinking, and highly detail-oriented, with outstanding customer service and presentation skills.

Key Responsibilities:

• Day-to-day management of customer interactions for all aspects of customer service.
• Proactively monitor customer engagement, sales and inventory trends through regular client interactions and provide ongoing feedback to sales and other key internal stakeholders.
• Act as the voice of the customer while assisting in developing, carrying out, and improving the Customer Experience through the entire journey. Ensure Sekura is recognized as first class within the industry.
• Manage and fully own the order fulfillment process from start to finish including customer purchase order requests, order entry/review/confirmation, customer correspondence, shipping, billing inquiries, and follow-up, all while ensuring customer satisfaction.
• Monitors order flow and keeps internal and external customers updated throughout the order process to proactively identify problems, resolve issues, develop alternative solutions, and avoid shipping and billing discrepancies. Process and oversee product returns.
• Manages the delivery flow by liaising directly with procurement, 3rd party logistics and the customer, acts as the first point of customer contact and professionally manages queries and complaints to ensure that they are resolved within agreed timelines.
• Liaising with Project Management, Sales, and Field Service Engineers for store trials and projects, monitors all steps of the projects and escalates to relevant stakeholders as needed.

Education and Experience Required:

• 2+ years prior customer service experience (business to business with inventory-based product).
• Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
• Self-motivated with a positive can-do attitude and the ability to be flexible in a fast-paced dynamic environment.
• Team player with ability to work well with customers and colleagues at all levels.
• Highly organized with strong attention to detail.
• Outstanding English written and verbal communication skills.
• Intermediate level experience with SAP, Microsoft Outlook, Excel, Word and PowerPoint.
•  Authorization to work indefinitely in the UK without restrictions or sponsorship.

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