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Customer Service Representative EMEA, Eastbourne
Client: Gems Sensors
Location: Eastbourne, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
5
Posted:
16.06.2025
Expiry Date:
31.07.2025
Job Description:
Purpose of Position: To exceed customer expectations of service and support, promote business growth, manage a caseload and key accounts, ensuring an efficient customer journey with timely advice, support, and resolution of inquiries. Provide pre- and post-sales support, application advice, and focus on continuous improvement of our service.
Essential Functions:
* Resolve customer inquiries within service level agreements
* Manage a caseload of customer inquiries
* Manage key accounts, conduct regular calls and meetings via Teams to build relationships
* Provide advice and solutions for customer applications
* Perform contract reviews on all orders for compliance before release to manufacturing, liaising with Production/Manufacturing
* Clean and control orders, construct part numbers, and check pricing
* Issue and follow up on quotations
* Inform customers about delivery statuses
* Administer acknowledgements to customers
* Collaborate with sales, operations, technical, and finance teams to deliver customer satisfaction
* Manage web orders for key customers
* Log and assist with customer complaints, liaising with QA
* Maintain a professional image and deliver superior customer service
* Provide support in English and a second language to customers, distributors, subsidiaries, and departments
* Work with sales and support teams in Europe and globally to support Gems Setra products
* Promote additional sales through excellent support and advice
* Occasional customer site visits for support or sales team assistance, in the UK, Europe, or elsewhere
* Additional projects and responsibilities as assigned by the Line Manager
Education & Experience Required:
o Fluency in English; additional European languages are a plus
o Effective handling of customer inquiries by telephone
o Experience in a sales or support environment
o Proficiency in Microsoft Windows and Office, Salesforce, SAP (preferred), and case management systems
o Excellent communication skills
o Proven ability to work in a fast-paced, high-volume customer-focused environment
o Ability to build relationships, prioritize, and solve problems effectively
o Team player with a focus on continuous improvement
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