Customer Service and Sales Coordinator

IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive. We employ approximately 10,000 people in over 50 countries around the world.

Instrumentation goes to market with IMI’s range of high integrity instrumentation products for offshore oil and gas platforms, refineries and chemical plants. Our precision components are at the heart of the energy and chemical industry’s most marvellous machines – with market leading fluid control products tackling the most extreme operating conditions and engineering challenges on the planet.

At the heart of our offering are Actuators, Positioners Final Control elements like solenoid valves, air preparation equipment, pneumatic and hydraulic pressure switches, I/P and E/P convertors, and redundant valve manifold systems (RVM). In addition, Instrumentation will be working to bring a new range of monitoring devices to market.

Role Overview:

The Customer Service and Sales Coordinator is someone with a passion for Customer Service who has experience in dealing with customers via telephone and email, managing a varied workload in an efficient and time sensitive manner and delivering the highest level of service to an industrial customer base.

Key Responsibilities:
Duties will include but not be limited to:

• Deal with incoming phone calls and emails, taking appropriate actions.
• Provide quotations by email to customer requirements in line with agreed KPIs, as required.
• Ensure contract compliance with the correct and relevant export control and commercial legislation.
• Enter customer orders on ERP system according to Company standards and issue an acknowledgement to the customer, as required.
• Use excellent listening skills to ensure full understanding of customers’ requirements and satisfy them in line with the customers’ expectations and business requirements.
• Develop good rapport and business relationships with key customer contacts in order to understand their specific requirements.
• Handle customer complaints professionally and escalate to a more senior company representative where necessary, to ensure that customer and company expectations are met.
• Be always proactive in promoting the company and resolving customer queries as efficiently as possible.
• Operate to company standards as defined by the Customer Service Team Leader.
• Liaise with relevant departments to action progress and delivery and advise customer.
• Work to ISO / BSI and internal working methods and procedures.
• Provide administrative support as/when required.
• Ascertain, from a list of accounts, if there are any upcoming customer projects, the value of the project and, if applicable, forwarding to the appropriate Key Account Manager.
• Follow up calls to be made to customers who have been quoted and fact finding why they have not placed the order, probing for the finer details e.g. price based/lead time or other.
• Upsell on quotations through effective questioning and provide customer advise.
• Advise customers regarding Webstore and set up Webstore accounts.
• Provide other such duties commensurate with the nature and level of the post as may be reasonably required.
   

Critical Competencies for Success:

• Demonstrable experience in Customer Service.
• Demonstrable administration experience in an office environment.
• Ability to build relationships with and gain respect of customers and manage their expectations professionally.
• Demonstrable positive can-do attitude and ability to work calmly under pressure.
• Excellent communication skills both verbal and written.
• Excellent organisational skills.
• Commitment to work to deadlines and determination to see a job through to a satisfactory conclusion.
• PC literate and experience in using Microsoft Office, in particular Excel, Word and Outlook.
• High Level of attention to detail.
• Thorough working knowledge of JDE or equivalent ERP.
• Thorough working knowledge of Salesforce or equivalent CRM.
• Ability to learn the product range appropriate to the job role. 

What IMI Can Offer You

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and wellbeing needs. 

See below for a general overview of our amazing perks and benefits:

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups 
• PTO, encompassing inclusive holidays 
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee only price - no opportunity to lose, only to profit or refund your investment 100%

**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**

 

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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Last updated on Oct 5, 2024