Packaging from Graphic Packaging touches our everyday lives in so many ways. It keeps our breakfast cereal fresh; it holds the hot tea or coffee that helps get us moving in the morning; it preserves the ready-to-cook evening meal that allows us more time with friends or family. And it holds and protects a host of beauty, healthcare and other consumer products that we use daily. Our solutions make every part of the day easier, safer and more convenient.

At GPI Cambridge Limited, we are one of the UK’s leading folding carton manufacturers - we use automation where appropriate, state-of-the-art equipment and world class printing operations. We are a growing business in the packaging industry who will be the lead site in the UK for the Healthcare and Beauty sector by 2030.

Reporting to the Customer Services Manager, this role will be the first point of contact for our customers, providing them with excellent service by addressing their inquiries, processing orders, and ensuring their needs are met. You will play a crucial role in maintaining customer satisfaction and helping the company achieve its goals.

Your Key Responsibilities will be: -

Customer Interaction:

• Professionally handle customer inquiries via phone, email, or in person.

• Provide accurate and timely information regarding our products, services, pricing, and order status.

• Address customer concerns, resolve issues, and ensure customer satisfaction.

Order Processing:

• Receive and process customer orders, ensuring accuracy and completeness.

• Coordinate with the production team to schedule and track order progress.

• Update customers on order status, estimated delivery dates, and any delays.

Documentation:

• Maintain detailed records of customer interactions and transactions.

• Generate and maintain customer profiles and order histories.

• Prepare and send invoices, quotes, and order confirmations as needed.

Product Knowledge:

• Stay informed about our printing services, materials, and customisation options.

• Assist customers in selecting the appropriate products and services to meet their needs.

Problem Resolution:

• Proactively identify and address issues to prevent customer dissatisfaction.

• Collaborate with internal teams to resolve complex problems and expedite solutions.

Communication:

• Communicate effectively with colleagues, ensuring a smooth flow of information between operations.

• Provide feedback to management regarding customer trends, preferences, and concerns

To be successful in this role you must have: -

• Previous customer service experience, preferably in the manufacturing or printing industry.
• Excellent verbal and written communication skills with good interpersonal skills.
• Strong problem-solving abilities and exceptional attention to detail.
• Computer literate and proficient in using customer service/product ordering software plus Microsoft Office Suite.
• Ability to multitask and work under pressure in a fast-paced environment.
• A team player who is self-motivated with a positive attitude who is committed to providing outstanding customer service.

Working Hours - Monday to Friday, 37.5 hours per week

Benefits

• Group Life assurance
• Company pension scheme
• Employee assistance programme, access to occupational health service and basic sick leave
• Retail discount scheme
• Medicash scheme
• Free on-site parking
• 33 days holiday per year (inclusive of Bank Holidays)