Customer Service Advisor

The role of the Customer Service Advisor is to control the processes, activities and resources within the Hydrasun Internal Sales department in order to maximise the performance and delivery of results within the following areas;

• Awareness of Branch KPI’s and constantly striving to achieve them.
• Receipt and timely processing of Customer enquiries.
• Pricing, preparation and issue of quotations.
• Receipt and processing of Customer orders.
• Control of the Customer Care and After Sales Services.
• Interfaces with the Customer Account Managers, other Hydrasun departments and Branches.

Responsibilities of the Role

Within each of the aspects of the role it is expected that an aim will be to strive for continuous improvement. Adherence to Company safety, quality and HR policies will be of paramount importance. Personal and departmental development are to be given due consideration. Other key responsibilities are as follows;

Processing of Customer Enquiries

• To develop and operate a clearly defined and highly effective process for receipt and process of Customer enquiries.
• To ensure that all staff in the department are provided with product, process and Customer care skills in order to deliver the highest standard of responses. To support and coach colleagues when required.
• To ensure full compliance with the ERP system input requirements.
• To control costs of the department within the agreed budget limits.
• To participate in and hold daily production and delivery schedule meeting.

Issue of Quotations

• To ensure that all quotations are prepared using the appropriate and current pricing and discount models.
• To ensure that account margins are maintained at or above the budget levels and all opportunities to generate revenue from additional services such as freight or premium working are fully utilised.
• To provide Customers with an accurate and timely response to their enquiries.
• To ensure good management of sales enquiries, utilizing the Live and Lost enquiry report.

Receipt of Orders

• To ensure that all Customer orders are reviewed to confirm compliance with our quotation and that our obligations and commitments can still be achieved.
• To ensure that all Customer orders are entered into the ERP system in a timely manner with sufficient information to allow the down stream departments to complete the work.

Customer Services

• To provide an interface service for Customer queries which is capable of providing timely and accurate information on demand.
• To develop and operate a clearly defined and effective process for identifying and reporting the status of outstanding Customer orders. This process to include routine orders and those included within longer term Frame Agreements.

Resource Management

• Management of the internal sales team including assisting the Branch Manager with performance reviews, objective setting, training needs, discipline and grievance in line with the Company’s Human Resource Management systems
• Promoting good working practices and compliance with the Company’s HSE Management System and Quality Management System
• Participating and Assisting with internal and external audits and budget processes

Qualifications – Essential

Qualifications – Desirable

• Sales & Marketing or Commercial Qualification.
• Technical Product related Qualification.

Experience

• Effective planning to achieve objectives.
• Good understanding of key supplier relationships and their organisational structure.

Skills and Behaviours

• Good leadership and motivational skills
• Good Technical knowledge of the Hydrasun product range.
• Drive, energy and enthusiasm to succeed together with a passion for customer service.
• Understands the need to harness IT tools to manage & plan activities – knowledge of excel, word and databases to basic level.

About us

We are a leading international provider of integrated fluid transfer, power and control products to many different sectors worldwide. As part of D2Zero, Hydrasun applies experience, knowledge, and insights for a new energy future.

Our core principles of engagement, accountability, communication and teamwork are cornerstones of our culture and guide us in our work. The right results stem from the right behaviours. Our people are empowered to make change happen. For the benefit of our customers, our industry, our clean energy future.

Our HQ is based in Aberdeen, Scotland with operations throughout the UK and a presence in strategic locations across Europe, Asia, the Middle East, Africa, the USA and South America.

Equal Employment Opportunity (EEO) statement

Hydrasun is proud to be an equal opportunity employer. We are committed to diversity & inclusion and do not tolerate discrimination & harassment of any kind. In our recruitment process, all appropriately qualified applicants will be reviewed for a position based on their skills and experience. Everyone at Hydrasun is responsible for maintaining a work culture free from discrimination and harassment by treating others with respect.

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