This is a varied customer-focused role where you will take ownership of customer requirements from initial evaluation and enquiry through to quotation, repair, completion and return.
Working closely with internal Engineering, Purchasing, Planning and Sales teams, you will coordinate the process from end to end, keeping customers informed and ensuring work progresses efficiently, accurately and to agreed timescales.
This is an ideal opportunity for an experienced customer service professional who enjoys taking ownership, solving problems and coordinating with different teams to deliver a positive customer experience.
The Role
You will be responsible for managing customer requirements throughout the complete process, acting as the key point of contact and ensuring that work progresses smoothly from initial enquiry through to completion.
Key responsibilities will include:
* Taking ownership of customer requirements from initial evaluation through to quotation, completed repair and return to the customer.
* Acting as a key point of contact for customers, providing regular updates and ensuring expectations are managed throughout the process.
* Liaising with internal Engineering, Purchasing, Planning and Sales teams to coordinate customer requirements and keep work progressing.
* Obtaining and researching costs for parts, materials and labour to support accurate quotations.
* Preparing customer quotations in line with agreed pricing structures and margins.
* Monitoring the progress of repairs, orders and customer requirements, identifying potential delays or issues and working with the relevant teams to resolve them.
* Managing a high volume of customer enquiries and resolving queries promptly and professionally.
* Coordinating internal processes to ensure customer requirements are progressed efficiently and within agreed timescales.
* Maintaining accurate customer and job information across internal systems and databases.
* Building strong working relationships with both customers and internal technical and commercial teams.
* Identifying opportunities to improve customer service, processes and efficiency.
* Following up with internal teams and external suppliers where necessary to obtain information and keep jobs moving.
* Handling incoming telephone calls and customer enquiries.
* Ensuring relevant documentation and information is accurate and up to date.
* Providing support to the wider team where required.
About You
We're looking for an experienced customer service professional who takes ownership and enjoys seeing things through from start to finish.
You'll be confident dealing directly with customers while also being comfortable coordinating with technical and operational teams internally. You'll need to be organised, persistent and proactive, with the ability to keep multiple customer requirements moving at the same time.
You'll ideally have:
Previous experience in a customer service, customer account, service coordination or similar role.
Experience working within an engineering, manufacturing, technical or similarly structured environment.
Strong experience of managing customer requirements end to end, rather than simply responding to individual enquiries.
Experience handling a high volume of enquiries while maintaining a high level of service and attention to detail.
Strong organisational skills and the ability to manage multiple priorities.
Confident communication skills, both written and verbal.
The ability to build effective relationships with customers and internal teams.
A proactive approach to problem solving, with the persistence to chase information and get things resolved.
Strong attention to detail and accuracy when working with customer information, costs and quotations.
Good IT skills and confidence using databases and business systems.
The ability to work calmly and effectively under pressure.
A commercially aware approach, with an understanding of the importance of costs, quotations, margins and customer service.
Previous team leader experience or experience in a senior customer service position would be advantageous, particularly where this has involved taking ownership of processes, supporting colleagues and managing more complex customer requirements.
What’s on Offer?
* 31 days' holiday including Bank Holidays
* Monday to Friday, 8:00am – 4:30pm
* Annual profit share scheme
* Training and career development opportunities
* Company uniform and all necessary PPE provided
* Employee Assistance Programme
* The opportunity to join an established and growing technical business
If you're looking for a role where you can combine customer service, commercial administration and technical coordination, we'd love to hear from you.
WE Talent acts as an employment agency for permanent recruitment.
We are committed to creating inclusive recruitment processes and welcome applications from people of all backgrounds. We believe diverse teams bring broader perspectives, stronger ideas and better outcomes, and we encourage applications from anyone who meets the key requirements of the role
Salary description
£30000.00 - £30000.00 per year