Customer Service Representative

Role Purpose:

• The successful candidates will be responsible for the administration of internal customer accounts, serving as the first point of contact, providing a friendly and efficient service that meets and aims to exceed customer expectations, and ultimately driving customer loyalty.
• To provide internal administration support to the field sales team to ensure our customer’s expectations are met and service levels exceeded.

Key Responsibilities:

• Resolve a variety of high volume customer enquires, delivering excellent customer service from the first point of contact
• Producing timely quotations, inputting order information and completing all associated documentation in relation to the quote and order processing
• Maintaining a high level of attention to detail, ensuring customer and order information is entered correctly through completing contract review
• Identify customer quality documentation requirements and take appropriate action
• Operate and maintain customer related information systems to maintain accurate records and information
• Handling customer issues and complaints
• Keep customers fully updated on quote and order progress, anticipating any possible delays or complications, identifying possible solutions to minimise these
• Ensure all quotations are followed up in line with Company procedure and KPI’s
• Proactively liaise between appropriate departments and manufacturing sites in anticipation or response to customers queries
• Daily liaison with External Sales team keeping them informed of any relevant developments building a high level of team working
• Assist with customer meetings and visits where required
• Assist and support colleagues when required
• Work towards the James Walker values in day to day activities

Technical/Job Specific Skills Required:

• Communication Skills
• Commercial Acumen
• Negotiation Skills
• Customer Focused
• Organisational Skills
• Inco Terms and Payment Terms
• Good knowledge of written and spoken English

• Product and Industry Knowledge
• Manufacturing Knowledge
• Basic Technical Knowledge (ability to read basic engineering drawings)
• Decision Making & Problem Solving Skills
• Presentation Skills
• Export Terms & Procedures

Experience:

• Minimum Maths and English qualification)

• Engineering-related qualification
• Formal recognised sales qualification (or working towards), e.g. ISMM