Customer Service Representative

The incumbent of the position assists the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one.

Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system.

Responsibilities

• Using Salesforce CRM to review all enquires and categorise them on receipt to ensure they reach correct staff and are prioritised effectively.
• First point of contact on telephone system.
• Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone.
• Providing PODs, missing certificates and providing updates on orders.
• Checking stock availability and lead times on SAP.
• Make quotations in SAP.
• Order entry in SAP.
• Follow up open orders, stock and MTO to ensure on time shipment.
• Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally.
• Handle any type of complaint in a proficient way and recording in internal systems.
• Invoice queries and credit request creation.
• Support colleagues by sharing best practice.
• Adheres to all local legal, health and safety and compliance requirements, policies and procedures.

Reporting Relationships and Dimensions

• Reporting to Customer Service Manager UK.
• Close interaction with all sites through sales departments.
• Role to expand over time.
• Works closely with Sales department.
• Responsible for everyday qualitative pro-active sales support.
• Acts as a go to for information and problem-solving in Sales.

Qualifications

• 5 GCSEs including Maths and English.

Required Skills

• Previous experience in a customer service role.
• Strong numeric, analytical skills.
• Attention to detail and ability to multi-task.
• Good planning, time management and prioritisation of tasks.
• Good business and commercial awareness.
• MS Office and CRM experience, Salesforce in use.
• Strong written and spoken English language.
• Willingness to continue to train, to learn, to grow.

Preferred Skills

• Experience in the Lifting Industry advantageous.

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