Customer Service Representative

Job Summary/Overview

To assist the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one.

Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system.

Essential Duties and Responsibilities

• Using Salesforce CRM to review all enquires and categorise them on receipt to ensure they reach correct staff and are prioritised effectively.
• First point of contact on telephone system
• Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone.
• Providing PODs, missing certificates and providing updates on orders.
• Checking stock availability and lead times on SAP
• Make quotations in SAP
• Order entry in SAP
• Follow up open orders, stock and MTO to ensure on time shipment
• Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally
• Handle any type of complaint in a proficient way and recording in internal systems
• Invoice queries and credit request creation
• Support colleagues by sharing best practice
• Adheres to all local legal, health and safety and compliance requirements, policies and procedures
• To carry out any other duties as necessary when requested.

Knowledge, Skills, Competencies, and Abilities

• Previous experience in a customer service role
• Experience in the lifting industry is advantageous
• Relevant NVQ or sales qualification an advantage
• Strong numeric, analytical skills
• Attention to detail and ability to multi-task
• Good planning, time management and prioritisation of tasks
• Good business and commercial awareness
• MS Office and CRM experience, Salesforce is in use
• SAP proficiency a distinct advantage
• Strong written and spoken English language
• Willingness to continue to train, to learn, to grow

Required Qualifications

5 GCSE’s including Maths and English

Relevant NVQ or sales qualification an advantage