| Description: | For: Customer Support Adviser
Meyer Scott Ref: VR/05275
OVER
Circa £18,000 (dependent on experience)
The Customer Support Team provides front line support and offers value added services to our customers to improve customer satisfaction, retention and loyalty in a profitable way. The team continuously strives to improve the support process to ensure the greatest return and benefit to both the company and the customer. They do this by building trust in the relationships with the customer by providing timely and accurate information as well as technical support that provides solutions to our customer problems - be part of the Customer Support Team, who value customer satisfaction with the companys one customer one journey approach.
Ensure that the customer enjoys a smoothly organised sales journey from first contact to receipt of order.
Work towards high levels of customer satisfaction, customer retention and speed of response.
Respond to calls and enquiries from customers, process orders, tasks and quotations in SAP, in a timely manner.
Provide first line contact product support for customers including web chat support, liaising with suppliers and manufacturers to provide information where necessary.
Maintenance of key product and customer data ensuring its accuracy in all company systems.
Using customer feedback, you will be directly involved in implementing a continuous improvement process to continually adapt operational processes to improve efficiency and service levels helping meet team KPIs and company objectives.
Process sales and purchase orders, record sales opportunities and provide relevant commercial quotations when needed.
Respond to customer enquires in a helpful, timely and professional manner, assisting in the processing of sales orders, order processing, web enquiries, telephone enquiries, fax, email, or other source enquiries in order to achieve sales and margin targets as set by the company.
Help produce accurate quotations and generate tasks and files containing all essential information relating to that enquiry.
Provide product technical support and advice to all customers and liaise with suppliers ensuring they offer products and technical information appropriate for our requirements including web technical enquiries.
Liaise with the sales teams, all freight agents, chambers of commerce and other agents to ensure UK and overseas quotations and orders are processed efficiently and backed up with accurate documentation.
Help maintain systems accuracy and ensure that all fields are being correctly entered into the company database for long term marketing projects and effective follow up.
Completing all customer records accurately and within company policy.
Perform accurate and complete data entry on all systems in a timely manner.
Record customer complaints and champion any necessary systems changes needed.
Provide cover in other departments including but not limited to accounts, marketing, and warehouse.
Other tasks as determined by the company.
Experience required
The candidate will ideally have scientific experience and education, e.g. a chemistry or biochemistry qualification, or experience as a laboratory technician perhaps in the life sciences or environment, food testing sectors having direct involvement in research, QC or other industrial processes.
Other qualifications or previous experience which meets the specification of the job description would be an advantage i.e. knowledge of: SAP Business One, Dangerous Goods Shipping, Sales Order and Quotation experience, purchasing experience, administration experience, freight and export experience etc.
It would be beneficial if the candidate can speak a foreign language.
Working in any customer liaison role.
Experience of lab supplies or Business to Business (B2B) distribution.
A team player who is driven by providing efficient operations and thrives on change and constantly striving to improve things around them.
The candidate must have the ability to build and maintain good working relationships with fellow team members and customers.
Excellent verbal communication and interpersonal skills are essential.
Numeracy and organisational skills are essential.
You must have both energy and be able to energise those around you.
Be self-motivated.
Hours: Full-time, 37.5 hours per week
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