Customer Service Centre Specialist

Job Purpose 

To manage customers’ accounts internally, providing a fast and accurate turnaround of customer’s quotations and orders. Responsible for developing a close working relationship with key individuals across the customer base to ensure a high level of customer satisfaction.  To investigate and solve customer’s problems and identify business and margin opportunities. 

Main Responsibilities 

·       To process customer orders and quotations in an accurate and timely manner 

·       Resolution of customer complaints or enquiries and identify opportunities to improve the service levels available to our customers  

·       To establish and maintain sales relationships with customers and external key contacts  

·       To understand strategic business challenges and priorities and analyse information and prioritise opportunities critical to an account 

·       To co-ordinate the activity of all functions with whom the customer has direct contact in order to prioritise a consistent and cohesive service 

·       To maintain agreed systems and procedures and focus and drive on the overall Company strategies and objectives 

·       To support external sales team   

·       To ensure any CRM is used appropriately as directed by the Head of Sales  

The Person 

Qualifications and Experience 

·         A combination of related supply chain customer service and internal account  experience  

·         Ability to operate within a global, fast moving high volume manufacturing/ technology business and a balance of working both strategically and operationally. 

·         Proven record of success in sales/ customer service with a strong understanding of maximum value and margin opportunities  

·         Skills in managing accounts and driving business growth 

·         Full understanding and proven ability to enhance revenue, margins and operating profit to meet near term and long term goals.  

Leadership Behaviours 

·         Passion for continuous learning and development. 

·         Excellent and proven interpersonal and influencing skills.  

·         Intellectual strength and a high level of drive and personal commitment.  

·         Working well under pressure, and engaging at all levels of the organisation both internally and externally. 

·         Ability to make and accept challenge positively and debate confidently. 

·         Credible with peers and able to demonstrate added value. 

·         Strong ability to innovate, demonstrate strategic thinking and problem solving 

·         Able to work across the organisation globally and with cultural sensitivity. 

·         Good business acumen, ability to interpret data and make well informed sound business decisions. 

·         Determined to overcome unexpected obstacles to get to the right solution.  

·         Able to identify commercial opportunities with customers and to keep the customers’ interests front of mind, creating strong and in-depth relationships. 

·         Deliver on promises, do what he/she says they will do, when they say they will do it. 

·         High degree of integrity, always prepared to do the right thing. 

Last updated on Oct 8, 2024