Role Summary A hardworking and adaptive professional with a strong customer first ethos who will work as a customer service administrator within the OE Internal Sales team. You will be responsible for meeting key KPI’s, administration targets, sales targets, handling of customer complaints, processing of sales orders & complex customer schedules whilst handling customer enquiries via telephone, email and video conferencing. Grayson's are a market leader for innovative thermal management systems, supplying product globally to a range of markets; you will be required to offer 1st class customer service to national & international customers in both the corporate and small operator fields from the UK Tyseley office. Key areas of responsibility Internal OE sales / customer services * Answer calls in a professional manner. * Communicating with the correct departments to answer customer issues and queries. * Create and update customer orders and delivery requests in accordance with their SLA’s and/or T&C’s * Enter or change customer scheduled requirements. * Work with external sales to create sales growth by administration support * Generate quotes and send them to customers. * Meet & support the recording of Key Performances Indices (KPI’s) * Work closely with production, planning and logistics teams to make sure we achieve on time delivery * Customer schedule analysis * Create & maintain Trade / NSP Pricing on in house computer system * Support the analysis of COR responses for stocking level suggestions * All other duties as requested by the Customer Service Manager Health & Safety * Comply with the company Health, Safety and Environmental Policies. * Report any accidents and near misses. * Wear the appropriate PPE on and off the factory floor * Office appropriate work wear Quality * Follow the contract review process to ensure the customer is charged correctly with zero credits. * Attention to detail and a high-quality standard of work * A high-level of skill and accuracy to demonstrate a right-first-time approach Training * You will receive full and thorough training by your line manager and members of the team, so you can complete your duties diligently and successfully. * Processes & procedures for departmental jobs are available for all duties required of yourself. Key Skills * I.T. Literate with Excellent Microsoft Excel skills. * Professional telephone manner. * Able to learn and retain various processes for National and International customers. * An understanding of SLA’s. * Possess commercial awareness, i.e. the understanding of business environments, market trends, competition & customer needs. * Able to work calmly, efficiently and methodically under pressure * Adept in acquiring the necessary product knowledge and understanding of the company manufacturing system. * A strong team player who recognises the importance of good customer service and can communicate effectively both by telephone, Video conferencing and email communication. * Previous use of Video conferencing, Zoom, Microsoft Teams, Skype etc. Experience/Knowledge Previous experience working in Customer Service or a customer facing environment. Brilliant team player who can use their own initiative Experience prioritising, planning and organising one’s own workload. Competencies Personable & friendly Self-Development Excellent time management skills Ability to build a strong team ethos Professional attitude to work Flexible working hours where required Communication Work under pressure Work on own initiative