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Our client is a world class manufacturing business exporting worldwide, they seek an experienced customer support person to assist with the management of client services and order processing.
Role Purpose
To respond proactively to customer requirements from initial enquiry to completion of sale, in a Cost-effective and profitable way, to ensure the customer is satisfied by the service received From the organisation and we have delivered what we promised in all aspects.
Key Responsibilities
* Receive, input, update and process customer orders into our system, recording any Customer requirements.
* Progress orders establishing availability, ensuring our delivery promise is achieved And internal / external customers are updated.
* Respond to telephone enquiries in an efficient, friendly and professional manner,Ensuring that the customer receives the information required in order to achieve a Sale.
* Recognise and pass on relevant intelligence and or information to the appropriate Internal source.
* Use good practice to resolve customer issues in a proactive, timely manner, ensuring Customer needs are satisfied.
* Manage technical enquiries directly or indirectly based on the complexity and Personal knowledge, to satisfy the customer’s requirements.
* Update personal knowledge of the company’s products and services to deliver a high Level of service.
* Customer services experience within manufacturing businesses (technical /Engineering products preferred).
* Experience of using ERP/MRP and data base systems, including order entry and stockManagement systems.
* Using Microsoft Word and Excel (including Pivot tables).
* Answering telephone customer service enquiries.
A. Order Entry accuracy
B. Orders Processed
C. Number of Telephone Calls received
Person specification and background
* Numerate, analytical, able to manipulate and interpret data
* Aptitude for accuracy, detail and spotting discrepancies.
* Good knowledge of Excel (including Pivot tables), Word and PowerPoint.
* Building effective relationships in a cross functional work environment.
* Communication and influencing skills.
* To work in a team, under direct instruction and under own initiative within guidelines.
* Working to deadlines, budgets
