Location: Bangor, North Wales
Please note: Sponsorship is not available for this role.
The Role
As a Customer Service Representative at ISC you will play a key role in ensuring effective communication between ISC and our customers, ensuring high levels of customer satisfaction. This will require building strong interdepartmental relationships, particularly with the Manufacturing and Despatch teams.
A key aspect of the role is to engage with potential and existing customers by responding to product and service enquiries, as well as promoting relevant products and services where appropriate.
You may also play a role in coordinating and reporting on new initiatives within the Customer Services function, and assist the Customer Service Manager with customer analytics, produce reports as required, and liaise directly with customers to obtain specific information when needed.
The Company
International Safety Components (ISC) is a leading global provider of height safety equipment. We design and manufacture equipment for a variety of industries including Arborist, Rope Access, Rope Rescue, and Adventure Parks.
As an industry pioneer with origins dating back to 1966, ISC has a reputation for developing innovative safety solutions for workers at height. At our company headquarters in North Wales, our highly-skilled design and manufacturing team takes our innovative product ideas and transforms them from raw materials to finished products. We maintain rigorous product testing and quality assurance programs, and employ state of the art machinery operated by experienced technicians and operators to ensure our products are of the highest quality.
Key elements to our success are our company values and culture. As a team-oriented, independent company, we care about people - from our employees, to our partners, to our customers. We treat working at height as a community- we don’t just want to supply products, we want to engage with our end-users and meet their needs.
Main areas of responsibility are as follows, but are not limited to:
- Manage all aspects of the customer order cycle, from receipt through to delivery.
- Handle telephone and email enquiries in a professional and timely manner.
- Resolve product or service issues by identifying the cause, selecting appropriate solutions, and following through to resolution.
- Identify opportunities to upsell products when handling enquiries and orders.
- Process product returns and credit notes,
- Identify and assess customer needs to achieve high levels of satisfaction.
- Build and maintain strong, long-term customer relationships through effective communication. With extra focus on key accounts, as directed by Customer Service Manager,
- Liaise with Production Planners and Despatch to ensure customer orders remain on schedule.
- Manage a customer base within designated geographical regions and support the Customer Service Manager. Assist colleagues with their regions as required, and provide cover during absences.
- Ensure all customer records and pricing structures are accurate and up to date.
- Produce and distribute reports to the Customer Service and Sales teams as required.
- Work with customers on forecasting requirements.
- Support new website initiatives as required.
- Liaise with the accounts team regarding status of customer credit accounts and payments.
- Provide cover for Despatch duties during periods of holiday or absence.
- Contribute to and implement continuous improvement initiatives aimed at enhancing departmental performance and reducing operating costs.
- Share knowledge and best practice with colleagues.
- Follow safe systems of work at all times.
- Participate in departmental reviews to ensure compliance with safety procedures and standards, taking corrective action where necessary.
- Maintain high standards of housekeeping and contribute to a safe and healthy working environment.
- Report any health and safety concerns to the Health & Safety Manager.
- Ensure all work and conduct is in accordance with the Company Handbook and Company Business System.
- Undertake any other reasonable requests as required.
The Package:
As a Customer Service Representative at ISC, you will be based at our production facility in Llandygai Industrial Estate, Bangor. You will benefit from:
- A competitive salary, reflecting skills, competencies, and potential.
- 39 hours per week. Monday to Thursday 08:00am to 16:30pm, Friday 08:00am to 15:30pm. The company reserves the right to alter start and finish times, according to the needs of the business.
- 36 days holiday, including Bank Holidays, Summer and Christmas shutdown, increasing with length of service.
Criteria
Personal Qualities
- Friendly and personable demeanour.
- Self-motivated and able to take initiative
- Able to work to tight deadlines
- Ability to communicate at all levels
- Flexible, especially during busy periods when extra hours may be required
- Ability to work well within a team and support colleagues
- High attention to detail
- Professional and courteous attitude at all times
- Adaptability to change and willingness to embrace new processes.
Experience
- Previous experience of working in a customer service role.
- Experience of handling orders and enquiries.
- Experience of working within the industry an advantage.
- Experience using ERP systems (e.g., Epicor) an advantage.
Knowledge & skills
- Excellent verbal and written communication skills.
- Tenacious with good time management.
- Ability to prioritise workload.
- Strong IT skills (MS Office – Excel, Outlook, Word).
- Strong problem-solving skills.
- Ability to maintain accuracy under pressure.
- Project management skills an advantage.
- Multilingual skills (i.e. Spanish, German, French, etc.) an advantage.
- Basic understanding of logistics/shipping processes
Qualifications
- 5 GCSEs (Grade C/4 or above), including English and Maths, or equivalent.
- Professional customer service qualification (e.g., ILM Level 2/3, City & Guilds) an advantage.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- On-site parking
Work Location: In person
