Job Purpose
AESSEAL is one of the worlds leading specialists in the design and manufacture of mechanical seals and support systems. Our vision is to be the world leading reliability company; our aim is to consistently exceed expectations; and our customer promise is simple: to give such exceptional service that they need never consider an alternative source of supply.
Working as part of a dedicated Customer Service Team the job holder will be responsible for the relationship management of a portfolio of global customers.
Job Dimensions
Co-ordinate enquiries and orders with internal departments to ensure problem free customer experience
Actively participate in ensuring company performance objectives are met, in particular those related to service levels
Pro-actively seek to pre-empt, prevent and communicate issues to our global customers & colleagues
Build strong working relationships with internal and external customers to ensure a positive customer service experience
Principal Accountabilities
As a Commercial Administrator, ensure that all your customer orders and enquiries are actioned effectively and efficiently in line with AESSEAL Customer Service Standards and Sales Order/Contract Review Procedures.
Deliver accurate reporting on order status and collect late order information
Working with the engineering department, co-ordinate the quoting and processing of customer specific seals and support systems, relaying technical information and ensuring health and safety caveats are highlighted.
Assist in the compilation of project bids for large end user and OEM customers such as refineries etc working with internal departments including technical, design, legal and business assurance.
If problems arise, ensure that prompt and effective corrective action is taken to ensure a satisfactory conclusion is reached for all parties as soon as possible.
Actively participate in training opportunities.
Support customer visits, including site tours and potential evening meals where appropriate.
As part of the wider customer service team, provide support to the reception teams when required ( ie.answering calls, covering reception).
N.B this list is not exhaustive, the job holder is required to carry out reasonable tasks within his/her level of skill and ability.
Skills, Knowledge and Experience
Qualifications
Desirable
NVQ level 2 in Business Administration
Relevant BA/BSc qualification
Skills & Knowledge
Essential
Excellent communicator both written and oral
Exceptional and professional telephone manner
Competent in the use of MS Office packages
Good problem solver
Foreign language skills (Spanish or French)
Excellent organisational skills .
Desirable
Competent in the use of SAP
Working knowledge of export
Presentation skills
Knowledge of reporting tools
Experience of working with a CRM tool
Experience
Essential
Experience of working in an office environment
Experience within a customer support role
Experience of working under pressure and to tight deadlines
Desirable
Experience of working in a busy commercial environment
Previous experience of working within an engineering/manufacturing environment
Character
Essential
Desire to provide exceptional customer service
Eager to assist in the continuous improvement of the organisation
Contribute to a happy working environment
Ability to demonstrate self-motivation
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