Technical Customer Service Representative

Bury St Edmunds
Competitive Plus Benefits

Job description

My client, established in 1948, is a world-leading designer and manufacturer of energy control valves, safety, and monitoring products for engines, compressors, turbines, and other rotating equipment. They have experienced continued growth year on year and due to this continued expansion they are now seeking an Technical Customer Service Representative for an immediate start.

You will be responsible for answering incoming calls, entering orders, checking stock and status of orders as well as using your problem solving skills to resolve customer issues. Additionally, providing both product, product selection and basic application support to customers. Manage customer accounts and build relationships to maximise service levels and hit-rate. Proactively identifying potential delivery issues and working with internal departments to support customer expectations.

The essential duties of your role will include the following:

Account Management & Technical Support:

§ Build strong end user relationships.
§ Provide prompt technical support on products & product selection as well as continually developing application knowledge.
§ Maintain an up to date level of technical knowledge.
§ Recommend alternative products/solutions for out of stock or long lead time items to meet customer needs.
§ Identify and escalate any competitive situations to your line manager and the Internal Sales Team
§ Provide support and feedback to the external Sales team on matters such as customer issues, new opportunities, competitors or other market intelligence

Customer Service:

§ Passion for high level of customer satisfaction and promptly supporting customer needs.
§ Responsible for answering telephone calls/emails and providing necessary information and feedback on stocking levels order status, order tracking and order entry.
§ Maintain a high level of attention to detail, ensuring that errors and dropped telephone calls trend below targets.
§ Work closely with other internal departments to proactively ensure customer expectations are met.
§ Work towards maintaining a 24 hour turnaround time on customer quotes and purchase orders with accurate entry on to IFS. This includes purchase orders/requests received via the telephone, email and other forms of relevant communication.
§ Ensure a proactive approach and delivery to calling customers, providing them with information concerning the status of their orders as necessary.
§ Identify roadblocks and inefficiencies in business processes to ensure customer requirements are met efficiently, in accordance with quality expectations and within required timelines.
§ Follow established Company Policies and Procedures in relation to authority and approval requirements.
§ Follow all Company Health and Safety Policies and Procedures
§ Respond to change proactively and handle other duties as may reasonably be requested of you.

The ideal candidate for this position will possess the following skills, education and experience:

§ Bachelor's degree (B.S.) or equivalent from four-year college or technical school; or minimum four years' experience in a technical customer service or technical inside sales position; or equivalent combination of education and experience.
§ Must have technical knowledge experience, preferably in mechanical related products such as valves, pumps, etc., or similar.
§ Experience in a Sales or Customer facing role.
§ Good problem solving skills to identify and resolve customer related issues.

Knowledge & Skills:

§ Possess excellent verbal and written communication skills in English.
§ German, French or Spanish language skills, verbal and written desirable.
§ A highly energetic and self motivated individual.
§ Ability to build customer relationships.
§ Strong and practical technical mind.
§ Willingness to assist other team members and maintain customer focus.
§ Team player with a determination to serve the customer.
§ Strong computer skills and a good working knowledge of MS Office and an ERP system.

This is a full time, permanent position and is based on site in Bury St Edmunds with a limited amount of UK travel, primarily for training and application experience. You would be working Monday to Thursday 7am-4pm and 7am-3:30pm Friday. You would require youw oen transport due to the location of the office. This is for an ASAP start and is paying a very competitive salary and comes with great benefits.

If this sounds like an ideal position then please apply with your latest CV or call Gerry to discuss further.
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