Job Description:
Deliver an excellent customer experience and support to internal and external customers for orders and general enquiries
Ensuring all requests are prioritised, organised and processed accurately and on time; taking ownership for resolution
Mailbox Management: Ensure active management of CS Key Accounts mailbox throughout the day. Passing queries to relevant colleagues with as much information as possible.
Key Account Support: primary customer service contact for key accounts and strategic accounts
Lead Qualification: Qualify all sales leads before passing to the sales team
Customer Success: Proactively engage with disengaged accounts to assess their needs and identify ways to re-engage the company
Order Processing: Process all Key Account orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer.
Communication: Internal and External communication to ensure fast and accurate processing of orders.
Customer Enquiries: Delivery Date Chasers, Document Requests. Be proactive, take ownership, and be comprehensive in replies to anticipate the next questions. Ensure responses are within the KPI.
Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectations and logged accurately, enabling root cause analysis. Ensure consistent follow-up and proactive customer updates. Work with customers, Sales and Service to ensure customer satisfaction and first-time resolution.
Warranty Replacements: Support Service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution.
Complaints: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
Collections: Liaise with the warehouse and customers to arrange EX Works shipment.
Export Compliance: Ensure all enquiries and orders are dealt with whilst adhering to company export compliance policies, and escalate to leadership when necessary.
Calls: Ensure all phone calls are answered within the SLA of 20 seconds.
Actively support the customer experience evolution to best in class.
Ensure compliance with GDP, ISO 9001 and any other applicable quality standards. Candidate Requirements:
Essential:
Experience in providing quality Customer Service, Sales Support, Sales Lead, Sales Quotes, Internal Sales, Account Management, Key Account Management
Experience providing quality customer service
Experience working in a B2B environment
Attention to detail
English fluency
Excellent communication skills, being able to communicate at all levels. Strong organisational skills
IT skills on MS Office Suite
Good standard in education, including Maths and English, with GCSE (or equivalent) at Grade C or above
Proven ability to work flexibly and accurately, and as part of a team
Passion for delivering excellent customer experiences Desirable:
Microsoft Dynamics 360 Business Central (full training will be provided) This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccleshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas
This role would suit candidates with the following experience: Sales Support, Internal Sales,
Key Account Management
Hours: Monday – Thursday, 9:00 am – 5:00 pm – Friday 8:00 am – 4:00 pm
Salary: £29,000 Per Annum
Moves to Hybrid after training is completed, Monday and Friday WFH and Tuesday to
Thursday in the office
Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region
Salary description
£29000.00 - £29000.00 per year