To exceed customer expectations of service and support and promote business growth. Managing a caseload and a number of key accounts, the CSR will be responsible for ensuring that our customer journey is as efficient as possible with timely advice, support and resolution of enquiries. Provide pre and post sales support and applications advice and focus on continuous improvement of our service.
Ensure customer enquiries are resolved within service level agreements
Managing a number of key accounts, undertaking regular calls and meeting via teams to build customer relationships
Perform contract reviews on all orders received to ensure compliance with customer contract or quotation before release to manufacturing liaising with the Production/Manufacturing as necessary.
Work with all internal departments to deliver for our customers, this includes sales, operations, technical and finance teams.
Manage web orders of key customers.
Log and assist with handling of customer complaints and liaise with QA on progress.
Consistently present a professional image and deliver superior customer service.
Provide English and second language support to customers, distributors, sister subsidiaries, external sales internal sales and other departments at Gems Setra.
Work with the sales and support teams in Europe and elsewhere to extend the support for Gems Setra products worldwide. This will include answering the sales telephone line, entering and checking orders.
Promote additional sales by providing excellent and timely support and advice to existing and potential new customers.
Occasional customer site visits for on-site support or to assist the sales team when visiting customers. May be assigned additional projects and responsibilities at the sole discretion of the Line Manager
Written and verbal fluency in the English language, other European languages would be an advantage but not essential, including the ability to converse with customers on a technical level
Demonstrable ability of effective handling customer’s enquiries by telephone
Experience of interaction with Customers in a sales office or support environment
Experience using Microsoft Windows operating system and Microsoft Office (or similar package)
Experience of work with Salesforce
Experience with SAP would be an advantage
We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.