Customer Relationship Coordinator

2 weeks ago

Stanley, United Kingdom Cawood Full time

Cawood is the largest independent provider of analytical laboratory testing and sampling services for the land-based industries in the UK. With 15 sites around the country specialising in different types of analysis, we are always looking for skilled and talented individuals to join our teams.
This is an exciting time to join Cawood. The business is growing and there are plenty of opportunities for people who want to work hard, have fun and be part of our success.
- Job Description:
Chemtech Environmental, part of the Cawood group, is one of the UK’s largest independent chemical analysis testing labs, specialising in analytical services for the Environmental, Contaminated Land and Waste sectors.

Based in County Durham, the laboratory offers a range of testing across soils and solid wastes, environmental waters and effluent for a range of purposes including Waste Classification, Disposal at Landfill (WAC), soil assessment, water quality and permitted discharge/monitoring.

Chemtech are looking for a Customer Relationship Coordinator to join their Sales Team on a full-time permanent basis.

The Role
- To develop trust relationships with top customers to ensure they don’t turn to the competition.
- Acquire a thorough understanding of key customer needs and requirements.
- Be technically conversant with the analysis undertaken by Chemtech Environmental.
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
- Ensure the correct testing and services are delivered to customers in a timely manner.
- Serve as the link of communication between key customers and internal teams.
- Ensure a smooth transition/on-boarding for new customers.
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
- Escalate customer grievances to the Commercial Director when a satisfactory solution cannot be provided in a timely manner thereby risking the relationship.
- Create and log Non confirming Work Records (NWRs) and communicating investigation results to customers.
- Generate responses to Customer Satisfaction Surveys and feed into the Trustpilot review generation activities.
- Play an integral part in generating new sales that will turn into long-lasting relationships.
- Help the sales team to prepare, maintain and update customer quotations.
- Taking / making phone calls from / to customers and troubleshooting.
- Perform data entry duties including updating the CRM system.
- Maintain accurate records, including customer contact records.
- Ensure quotations and General Agreements are reviewed and renewed in a timely manner.
- Continuously improve performance through feedback in line with appraisals and individual development plans.

Work collaboratively with all departments within the business to build relationships across functions.

Skills, Qualifications and Experience.
- PC literacy including knowledge of Microsoft Office products.
- Able to identify needs and requirements to promote Chemtech solutions to meet customer needs.
- Ability to work independently using good judgement, and as a team player.
- Exceptional organisational skills with a high consideration to detail and accuracy.
- Excellent communication skills including written, verbal, listening, and customer service skills.
- Confident and proactive telephone manner.
- Resourceful, self-motivated with a strong work ethic.
- Adept at time management and able to work with deadlines.
- GCSE passes or equivalent in mathematics and English.

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