Role Purpose

To support Casella's Customer Services activities by helping to maintain effective order processing, service throughput, after sales support and accurate operational information in support of customer and business requirements.

Working as part of the Customer Services function, the role provides flexible operational and administrative support across sales, service and related activities, working with colleagues and customers to support continuity, service, quality and efficiency.

Functional Scope

• Sales order administration and associated customer coordination.
• Service order administration and associated service coordination.
• After Sales Support and operational support activities.
• Maintenance of accurate records and information within relevant business systems.
• Cross-functional coordination, issue identification and appropriate escalation.
• Flexible support across Customer Service as business priorities evolve.

Key Accountabilities

1. Sales Support

• Support sales activities, working with customers and internal colleagues to help ensure orders are processed and delivered in line with customer requirements.
• Run invoices for both UK & Export shipments and provide relevant shipping documentation to enable dispatch.
• Ensure compliance with all related HMRC regulations at shipment.
• Maintain appropriate visibility of order activity, any fulfillment issues, taking ownership of assigned actions and escalating significant concerns where required.

2. Service Support

• Proactively manage service jobs, following up with customers where applicable to ensure customers are kept updated throughout the process
• Work collaboratively with the team to discuss ongoing workload to ensure service levels are adhered to
•  Support the Customer Service team priorities, resolve day-to-day issues and contribute to effective customer and business delivery.

3. Systems, Records & Operational Control

• Maintain accurate and timely records, transactions and information within relevant business systems and support appropriate operational controls.
• Undertake activities in accordance with Casella's policies, Quality Management System and other applicable business requirements, supporting reporting, checks and administration as required.

4. Stakeholder & Team Support

• Provide professional and responsive support to customers, colleagues and other stakeholders, assisting with enquiries, information and operational issues within the scope of the role.
• Work flexibly across the function and with other business teams to support changing priorities, periods of increased activity and wider operational requirements.

5. Improvement & Personal Contribution

• Contribute to improvements in related customer service and support activities, including opportunities to improve efficiency, systems, information and ways of working.
• Take responsibility for assigned work, use initiative appropriately and contribute positively to a collaborative, accountable and improvement-focused team culture.

Key Performance Measures

Specific objectives and measures will be agreed through the business planning and performance-management process and may change in line with business priorities. They will typically cover:

• Accuracy and timeliness of Sales and Service support activities.
• Effective support of service and customer requirements.
• Accuracy and quality of orders, system and operational information.
• Responsiveness, issue resolution and appropriate escalation of risks or delays.
• Contribution to team effectiveness, efficiency and continual improvement.

Key Relationships / Contacts

• Customer Services, Sales, Finance and other relevant business functions.
• Supply Chain / Purchasing colleagues, Production, Stores and Manufacturing Support teams.
• Product Management and Quality.
• Customers, group companies and other relevant external partners.

Other Requirements

• Occasional travel to customers, group sites or other locations may be required where appropriate to the role.
• Flexibility in working arrangements may occasionally be required to meet business or operational needs.
• The responsibilities described in this role profile are not exhaustive. The role holder is expected to undertake other reasonable duties, projects and activities consistent with the level and purpose of the role and to adapt responsibilities as the needs, structure and priorities of the business evolve.