Customer Support Representative

Customer Support Representative
Newcastle-under-Lyme
8:30am – 4:30pm
Fulltime
£23,500

My client is seeking an experienced Customer Support Representative to join their dedicated team and department based in Newcastle-under-Lyme, who are a key player within their industry-leading, wider global group.

They provide comprehensive support services within the manufacturing/industrial industry. Their services include mechanical, electrical, and electronic refurbishment and repair, as well as design, installation, and full commissioning of projects.

Role

As a Customer Support Representative, you will be responsible for handling customer inquiries, understanding and clarifying requirements to generate quotations, and processing orders efficiently within set timescales.

As the Customer Support Representative, you will play a crucial role in maintaining customer relationships and supporting their sales efforts.

In addition to the above, you will also be expected to:

1. Respond to customer inquiries and assess requirements.
2. Prepare and issue estimates, terms and conditions etc. to customers.
3. Follow up on outstanding quotes and maintain/develop ongoing customer relationships.
4. Review received orders against purchase orders and issued quotes, send/issue order acknowledgments, and complete essential documentation.
5. Liaise with the field service team to process, coordinate and arrange field support requests.
6. Identify and pursue opportunities to increase business further (promote and advise on additional services available from the wider business).
7. Manage additional enquiries and quotation requests.
8. Assist the Sales Manager in acquiring new customers and generating sales.
9. Prepare and submit invoices to customers.
10. Prepare shipping documentation as required.
11. Handle internal and external telephone queries and collaborate with other departments and group companies as needed.
12. Address customer complaints promptly, ensuring a satisfactory resolution.
13. Ensure all filing is current and includes the correct documentation.
14. Attend meetings and training courses to develop relevant skills and knowledge.

Requirements

To be successful as the Customer Support Representative you will preferably have at least a year’s experience within a similar customer service or sales administration-type position. This is a busy, diverse and technically demanding role, in which you definitely won’t get bored, so enjoying and thriving in a busy, multifaceted position is key; as is a great work ethic and being a team player.

In addition to the above, to be successful within the Customer Support Representative position, you will also:

1. Demonstrate a keen attention to detail and to ensure accuracy to the best of your ability.
2. Have a good level of numeracy and excellent written and verbal communication/telephony skills– clarity is essential!
3. Provide effective questioning skills.
4. Be able to prioritise efficiently and effectively manage a busy workload.
5. Have previous experience within a technical/industrial/manufacturing/engineering industry – this would be highly beneficial!
6. Have a proactive attitude to learning – there will be technical terminology and information for you to learn along the way!
7. Offer a flexible attitude to be willing and wanting to help other departments or help in additional areas on an ad hoc basis.

Additional Information

You will be joining a small team in a small office setting within the same building as the workshop. The environment is informal but still professional. You will be provided with one-to-one ongoing training. The management are friendly and approachable. They carry out annual pay reviews. 25 days Holiday + Bank.

If you have the relevant experience and would like to learn more, then please contact Safer Hand Solutions, and ask for Hannah Kirk. Alternatively, submit your application for consideration.

Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we will only contact applicants who have been successfully shortlisted, but may contact you in regards to any other suitable vacancies.