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Customer Service Representative

3 months ago

Fareham, United Kingdom Jefferson Wells Full time

Customer Service Representative - Aviation Industry

The location of the role is Fareham.

The duration of the contract is 6 months.

The pay rate on offer is £14.79 per hour.

Position Summary:

The Customer Account Representative is the first point of contact for many of our customers. They are responsible for delivering a world-class service and support the business by responding to customer enquiries, updating the business systems, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand. By utilizing the High Performance System, the Customer Account Representative will serve as the primary interface responsible for ensuring the most efficient and positive relationship with customers, while enabling level loading of production and expeditious resolution of customer assertions.

Key accountabilities of the role

The Customer Account Representative is responsible for receiving, reviewing, and entering purchase orders into the enterprise resource planning (ERP) system.
Raising quotes and customer documentation, prioritizing workload to ensure the customer always receives an excellent service.
Respond to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact by customers' buyers and supply chain personnel.
Coordinate site visits to our facilities and set-up customer meetings as required.
Refer any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
Track and reconcile internal and external customer score cards, which includes verification of the metrics by which our business is judged.
Produce costing sheets in collaboration with colleagues from Procurement, Demand Planning and Manufacturing departments as required to produce accurate quotes.
Use SAP (or equivalent ERP system) product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times. For any stranger/alien parts raise the relevant enquiry process.
Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost
Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations)
Utilize business systems, including CRM, portal management and workflow tools, to speed up receiving, reviewing, responding and booking orders
Resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level and in the most beneficial mannerKey skills and experience

Ability to understand and follow specific instructions and procedures
Ability to gather data, to compile information, and prepare reports
Strong verbal and written communication skills
Excellent customer service orientation
Well-organized, detail-oriented, and ability to multi-task
Ability to prioritize duties to meet deadlines
Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
Knowledge of SAP beneficial