Summary:
This position involves a variety of functions within all aspects of the Sales, Administration function to support growth within the EMEA region. We aim to provide a high standard of customer service through prompt and accurate handling of enquiries & orders, whilst maintaining the commercial interests of the company.
Position Outcomes:
To perform the job successfully, an individual must accomplish the following position objectives:
* Process incoming telephone, fax & email enquiries
* Process customer orders & simple quotation requests
* Providing customers with prompt and accurate information
* Proven track record of quotation conversions
* Maintain customer data in both our CRM & ERP system
* Provide excellent customer service, resulting in repeat business
Essential Duties and Responsibilities
include the following. Other duties may be assigned.
* Receives, processes, and verifies customer orders
* Manage all incoming customer interactions via phone/email/Salesforce
* Processing simple quotations, where the product has been stated ensuring all relevant information is included such as lead times, prices, alternative item, MOQs and conducting follow up to secure the order
* Liaise with Application Sales Engineers Team as required to provide a professional response to incoming product queries
* Produce Pro forma invoices and follow up to ensure payment is made and order secured
* Manage orders processed from start to finish to ensure delivery on time and in full. Liaising with Accounts team/Expedite to gain information to pass to the customer
* Generate sales leads from enquiries received.
* Contact customers to chase quotations raised by Application Sales Engineers Team
* Working as part of a team to support Key Account Management
* Build sustainable relationships and trust with customer through open and interactive communication
* Maintain customer information & interactions using CRM & ERP systems
* Drive and contribute to the achievement of sales performance of the region, identifying and proactively engaging with customers, delivering an exceptional customer satisfaction experience
* Meet and exceed key performance measurements
* Maintain the quality requirements to meet the standards established by the Company.
* Must thrive in a high-performance environment, be able to multitask and have excellent verbal and written communication skills
Knowledge, Skills and Abilities:
To perform the job successfully, an individual should demonstrate the following knowledge, skills, and abilities:
* Competent in the use of IT systems such as email, Microsoft Office (primarily Outlook, Word and Excel), ERP and Salesforce CRM.
* Work effectively as an individual and as part of a team.
* Flexible to business needs and drivers
* Willingness to go that 'extra mile' to deliver overall customer satisfaction
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
* Team Player
* Able to multitask
* Ability to organise and prioritise tasks
* Able to work across nationalities and geographies, ensuring the voice of customer is respected
* Ability to remain calm and react diplomatically under pressure
* Good communication skills, both verbal and written, with the ability to project a professional image
Vision and Core Values:
Language Skills:
* Fluent in English. Other European languages would be advantageous.
Mathematical Skills:
Numerate, able to calculate gross margin and growth.
Reasoning Ability:
* Ability to effectively, communicating verbally and in written form
* Use of graphs and tables to illustrate trends
Computer Skills:
* MS Office, especially excel, ERP systems and CRM
Work Environment:
Office based
Education and/or Experience:
* At least 3/5 years' experience in a similar role
* GCSE A Level in Maths and English – or equivalent BTEC qualification
* Customer Service qualification desirable