Customer Service Representative - #1133138

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:

Essential

• Communication Skills

• Commercial Acumen

• Negotiation Skills

• Customer Focused

• Organisational Skills

• Inco Terms and Payment Terms

• Good knowledge of written and spoken English

Preferred

• 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:

Essential

• Minimum Maths and English qualification)

Preferred

• Engineering-related qualification

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