Job Description
Customer Service Representative
Location: Sywell, UK
About the Role
The Customer Service Representative is responsible for the accurate process of customer quotation requests for spare parts and service. You will own the customers’ needs by proactively following up on responses and promised actions; act as a liaison between the customer and other departments to resolve customer queries. We are looking for an individual with a ‘can do’ attitude! Someone who can build meaningful relationships with our customers, channel partners, and internal teams. Excellent customer service skills are crucial in this role to understand our customers’ needs with the drive to deliver and exceed their expectations.
About Your Responsibilities
1. Handling all associated query management by phone and email.
2. Assessing and analyzing incoming requests in order to establish correct bills-of-material.
3. Producing quotations for spare parts and service in collaboration with internal teams.
4. Effectively managing the quote follow up process (within the defined thresholds).
5. Close collaboration with Supply Chain, Commercial and Technical Support teams.
6. A key interface for external and internal customers to ensure that they receive the best possible customer experience.
7. Ensuring compliance and control guidelines are adhered to e.g. customer documentation, discounts, freight charges etc.
8. Support the order handling team and the service manager.
9. Undertake ad-hoc tasks as and when required.
What You Need
1. Previous work experience in a similar role in a manufacturing or engineering company
2. ERP system knowledge (SAP)
3. Proficient in all MS products: Word, Excel, PowerPoint etc.
4. Commercial awareness and customer focused
5. Fluent English
6. Technical or engineering background is helpful, but not essential
7. Ability to work in a team-orientated environment that is fast-paced and demanding
8. Must be self-directed, have excellent initiative and organizational skills
9. Exhibit a strong ability to handle multiple demands with a sense of urgency, drive and energy
10. Work well under pressure with the ability to deliver accurately and on time
About Your Benefits
1. Bonus structures (depending on company and personal performance)
2. Family friendly policies
3. Pension: 4% employee contribution, 6% employer contribution
4. Life Assurance: 3x salary (if not in company pension, then it is 1x salary)
Next steps?
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