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Customer Service Representative
1 week ago
Internal Job Title: Customer Service Representative
Business: Lawson Fuses Ltd
Location: Newcastle
Job Reference No: 3388
Job Purpose
The Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer and sales team might face with accuracy and efficiency.
Job Context
The position will be responsible for developing customer relationships, mainly in the UK but with exposure to export sales and the wider sales team, the role holder will:
•Understand the business and the different needs of the variety of customers within the business
•Develop a knowledge of the technical aspects of the business to help with customer technical enquiries
•Follow up on new leads and pro-actively contact customers that have stopped buying or sales levels have dropped
•Call potential leads received via the various platforms the business maintains
Job Dimensions
•This role is pivotal to the long-term growth of the business as we plan to double our current turnover and the CSR will have responsibilities in helping to achieve this
•The sales team consists of 7 people of whom 2 are internal sales (CSR's) and 1 Customer Service Manager, the new employee will need to work closely with all of the members of the sales team to ensure a smooth customer journey
•The business has manufacturing sites in the UK and India, the role holder will work proactively with both sites and their teams to ensure customer service is achieved
Key Accountabilities
These will include:
•Manage large amounts of incoming and outgoing phone calls
•Generate sales leads whilst interacting with customers
•Utilise the company D365 Sales CRM to add leads and opportunities whilst notifying the relevant sales team member and ensuring follow up
•Occasional travel to meet customers
•Identify and assess customers' needs to achieve satisfaction
•Build sustainable relationships and trust with customer accounts through open and interactive communication
•Provide accurate, valid and complete information by using the right methods/tools
•Meet personal/customer service team sales targets
•Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
•Keep records of customer interactions, process customer accounts and file documents
•Follow communication procedures, guidelines and policies
•Take the extra mile to engage customers
Qualifications, Experience & Skills
Minimum Qualifications, Knowledge and Experience
•Educated to reasonable standard, college or university educated would be advantageous
•Experience in customer service activities
•Knowledge and understanding of customer dynamics from initial enquiry to the final sale
•Pro active in terms of driving customer satisfaction
•Some electrical industry knowledge would be useful but not essential
•Able to use standard Microsoft applications such as Word, Excel and PowerPoint
•Working knowledge of Microsoft Dynamics 365 Finance and Operations module would be a distinct advantage
•Working knowledge of Dynamics 365 Sales module would also be an advantage
•Capacity to work independently
•Passion and drive
Values: Demonstrate and live by our values:
•We support and respect each other
•We continually improve
Does this sound interesting? We would love to hear from you. Our application process in quick and easy. Apply today
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