Please only apply if you have the permanent right to work in the UK as we are unable to sponsor this role once current visa's have expired.
We have an exciting opportunity for a Senior Customer Service Advisor to join our Sales Team based at the Crewe site.
Role Overview
This is a key role in the sales activity of the company, ownership of the sales process and champion of the customer, ensuring the highest possible level of service – therefore it is centred around interacting with the customer and ensuring that their sales journey is seamless and positive through the whole process, to include quote management, on-going customer communication, order handling and processing, order acknowledgements and dispatch documents.
Development of the process and the team should be a constant activity.
The role holder will be required to ensure that a high-quality service is provided to both customers and UKM colleagues by undertaking effective planning, performance monitoring, training and development.
Interaction with other departments is a vital part of this role to ensure that the customer’s needs and expectations are understood and followed by all.
The role will be predominantly based at our Head Office in Crewe, however there may be times where visits to customer sites may be necessary.
Main Tasks
- Efficient handling of enquiries / Customer communication (including proactive and regular meetings) / Timely and accurate generation of quotations including follow-up / Pre and post order communication / Timely and accurate handling of orders including acknowledgement and customer support.
- Regular liaison and reporting with Global Sales Manager
- Ensuring OA v requested timescales are challenged by the team whenever necessary.
- Ensuring all customer progress enquiries for standard products are responded to within agreed timescales.
- To ensure that health and safety procedures and standards are observed/followed.
- Develop a good working knowledge of Company products and services in order to provide detailed guidance to our customers.
- Developing greater teamwork within the sales team and throughout the UK manufacturing site.
- Proactively deal with comments and be first line of escalation for complaints from customers.
- Constant review / challenge the processes with a view to continual improvement, including an even split of customers with sales advisers.
- Generation and analysis of sales reports; monthly, total value & number of orders – weekly, cycle time – on-going ‘awaiting customer’ orders – monthly, ‘requested v actual’ order acknowledgement timescales
Required Skills and Experience
- Understanding of the need to provide excellent customer service
- Working knowledge of SAP
- Excellent verbal and written communication
- Excellent interpersonal skills with the ability to create and maintain strong relationships with colleagues and customers
- Ability to adapt to change and a willingness to learn.
- Strong IT skills, in particular Microsoft Excel, Word and Power Point
- Must be efficient and have excellent attention to detail
- Self-motivated
- Ability to work alone and as part of a team
- Previous experience in a busy role with large amounts of administration activities
Benefits
- Free on site car park
- Employee Assistance Programme
- Free life assurance
- 5% employer contribution to AE Pension
- Cycle scheme
- Flexi time
- 33 days holiday
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Ability to commute/relocate:
- Crewe CW1 6ZD: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
