Customer Service Advisor

4 days ago

Glasgow, United Kingdom Hydrasun Ltd Full time

Key Areas of Responsibility:
**Processing of Customer Enquiries**
- To process all customer enquiries in a timely and courteous manner.
- Ensure full compliance and understanding of the ERP system.
- To ensure that all customer orders are entered into the ERP system in an accurate and timely manner with sufficient information and instructions to allow internal departments to complete their scope of work.
- To provide customers with an accurate and timely response to their enquiries in line with department KPI metrics.
- To update the CRM system with all potential lines of enquires above £20k supporting the growing of the sales pipeline.

**Issue of Quotations**
- To issue quotations which are in line with the pricing and discount structure agreed by either Frame Agreements, customer specific agreements or as per the department procedures for product pricing or discount models.
- To ensure that costs for additional services, such as freight and packing are advised and agreed by the customer in advance for customers who require immediate service.
- To maximise margin revenue opportunities for premium requirements when the opportunity is presented.
- To provide Customers with an accurate and timely response to their enquiries.

**Following up on Sales Enquiries**
- Where necessary and in accordance with the Financial Authority Schedule, negotiate the selling price and payment terms to secure the order.
- Record details of the enquiry follow up in the ERP system including the specific information for any lost enquiry.

**Receipt of Orders**
- To ensure that all customer orders are reviewed to confirm compliance with the quotation and that all obligations and commitments can still be achieved.
- To ensure that all customer orders are entered into the ERP system in a timely manner with sufficient information and instructions to allow internal departments to complete their scope of work.

**Customer Services**
- To build and develop effective and proactive relationships with customers to allow a detailed knowledge and understanding of their business needs.
- To liaise other departments and branches with regard to product availability, delivery times, product assembly or manufacture.
- To liaise with the Engineering department for specific engineering queries on design, specification or type.
- To ensure a satisfactory customer care and after sales service.
- To provide an interface service for Customer queries which is capable of providing timely and accurate information on demand.

**Competitors / Suppliers**
- To understand our competitors’ market offering and their activities within the market sectors we operate.
- To understand our key supplier relationships, their scope of support and develop key interfacing points within their organisations.

**Continuous Improvement/Personal Development**
- To be responsible for knowing, understanding and promoting the Customer Services Department targets and objectives.
- To be responsible for understanding, agreeing and achieving personal objectives set by the General Manager.
- To adhere to the procedures as laid down by the HSE Management

**System and Quality Management System**
- To adhere to the procedures as laid down by the Human Resource
- To put forward any suggestions for improvements to the General Manager.
- To be a team member and actively promote communication and information sharing within the team.

**Qualifications**:

- A qualification and / or training courses in selling techniques and methods.
- S/NVQ level 2/3 in Customer Services.

**Experience Required**:

- Experience with Hydrasun Products (desirable)
- Previous experience in an systems or customers internal sales environment within a supply company in the service industry.

**Skills/Training Competences**:

- Ability to communicate both verbally
- A working knowledge of Hydrasun products.
- Competent in the use of computer competence programmes, in particular Word, Excel and Power-point.
- Excellent attention to detail.
- Ability to demonstrate a flexible “can do” approach to their work.
- Ability to plan and organise their workload to ensure deadlines are met.
- Ability to delegate work effectively and ensure that tasks are monitored and completed.
- A motivated individual who is able to use their own initiative.
- Ability to negotiate with customers.
- Possess the necessary drive to lead a team when required.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Cycle to work scheme
- Gym membership
- Life insurance
- On-site parking
- Referral programme
- Wellness programme

Schedule:

- Monday to Friday

Work Location: One location

Reference ID: REF 1199

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