Customer Service Advisor

Dover Corporation; Eastleigh; On-site; GBP 25,000 - 35,000

Job description

Customer Service Advisor

Location: Eastleigh, HAM, GB

Work Arrangement: Onsite

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines: Metcal electronics bench tool solutions and Techcon dispensing Systems.

We have facilities in Cypress California (US), Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated at putting customers first, having an entrepreneurship mindset, innovative culture, cultivating relationships and never compromising on integrity.

OK International is part of the Dover Engineered Products segment of the Dover Corporation. Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

Job Summary:

• Working as a critical part of the OK International European Internal Sales team you will have a varied role including customer relationship management, customer services and sales administration, data input, data cleansing.
• Support our sales representatives based in UK, France, Germany and England.
• Build solid, long-term relationships with our customers and distributors.
• Maintain the company’s reputation by constantly and consistently meeting and exceeding the customer’s expectations.
• Communicate customer feedback to help us constantly improve our service.

Job Duties:

• Respond to incoming calls and demand from potential customers for information about products and services.
• Help to develop opportunities by assisting potential and existing customers in determining appropriate products or services to purchase. Liaise with the sales team and Technical team when necessary.
• Forward new leads to our sales representatives and if applicable Distributor Channel in order for them to generate new sales opportunities.
• Responds and proactively call existing customers regarding requests and questions about our service, products and their account information. Analyzes and rectifies customer concerns using established procedures. May use computer to access and/or update customer records.
• Provide administrative support to our sales representatives based in UK, France, Germany and India.
• Uses computer to produce reports and other documents. Follows general instructions for desired format of work.
• Monitors customer requirements to ensure on-time delivery or to advise of changed due dates. Communicates schedules and deadlines to all customers.
• Perform and document Know your Customer and Visual Compliance searches on potential new customers.
• Oversees administrative procedures and processes for assigned area. Will need to use own judgment in completing some activities but within set guidelines under general supervision.
• Act as an administrative liaison with internal and/or external sources. May receive incoming telephone calls for a department or organization, obtains caller's name, and forwards call to appropriate person or takes a message.
• This description is not exhaustive and may change over time as requirements and circumstances change. Please see below detailed tasks.
• Manage information sourcing and data management.
• Sales lead follow up and qualification.
• Supply first line Technical/Sales Support.
• Providing detailed quotations.
• Supply price and delivery information.
• Manage Distributor shipment schedules, express shipments, carriers, ship completes, ship lists, dispatch instructions.
• Manage order discounts for end users and distributors.
• Manage returns for Warranty and Repairs.
• Open new customer accounts and perform all necessary checks.
• Manage invoice queries – pricing, short shipments, wrong goods shipped, wrong items ordered.
• Manage back order queries – expediting and informing customers of changes.
• Assist with daily and monthly reporting on late items and CS activities.
• Manage broad line accounts – RS portal.
• Customer visits - in rare circumstances some travel may be required.
• Attendance at Seminars, Exhibitions, and conferences may be required.
• Ensure Product knowledge is up to date.

Work Experience Requirements:

• Previous Customer Service Experience, ideally within a manufacturing and/or a Distribution environment.
• Previous Sales administration Experience, ideally within a manufacturing and/or a Distribution environment.
• Excellent verbal and written English.
• Proactive and Self-motivated.
• Accuracy.
• Organizational/Prioritisation Skills.
• Proficient in Word, Excel and Outlook.
• Used confidently in-house order booking systems or other ERP Systems.