Customer Support Coordinator

1 month ago


Luton, United Kingdom Response Personnel Full time

**
Customer Support Coordinator
Salary £24,000

Hours 37.5 per week: Monday to Friday

Remote working: must be available to attend company and finance meetings on site in Luton when required.

12-month maternity contract

Starting ASAP

**Summary: Customer Support Coordinator**

This role sees the provision of pricing, building of quotes and support to the Field Sales Team. You will be responding to customer enquiries, processing orders, qualifying and following-up sales leads, including generation of new business appointments fromexisting customers.

You will be an integral part of enabling the successful transition of quote to order & a central point of contact to the Field Sales Team.

**Responsibilities: Customer Support Coordinator**
- Obtain & provide pricing for all customer hardware, software & maintenance requests, all within an internally agreed SLA
- Create cases, log sales activity & update ConnectWise (CW)
- First point of Contact for Account Managers (AM’s) regarding any commercial queries they have with customers, attending occasional customer meetings if required.
- With the support of the SA team, log deal registrations for Cisco, Netapp & Tintri including renewals when needed
- Build quote requests in Sales Force and price as per AM’s request (using CCW)
- Provide pricing for internal requests
- Negotiate with distributors to provide best possible pricing & analyse margins made
- Ensuring all relevant customer information is obtained and provided, i.e.: diagrams, delivery dates, scopes of work and customer contact details for all sites involved
- Act as the first point of contact when the AMs are not in the office & where possible, deal with the customer’s needs
- Build customer rapport & make time to follow up on quotes & renewals
- involving the AMs when necessary
- Provide general support in terms of answering external/internal calls & any other reasonable ad hoc duties
- Contact TAC where applicable for additional info e.g. version of software, historic info
- Amend deal ID’s to reflect the correctly ordered kit list
- Ensure all customers are called a minimum of once a quarter to maintain a relationship
- Where possible, generating new business opportunities within existing customers to assist AM’s
- Ensure a basic knowledge of products & services is maintained & attend training courses when required
- Own all relevant issues and ensure they get resolved in a timely fashion
- Upon request, provide ETA’s and tracking details to the customer
- Manage holiday periods, lunch breaks and training sessions with your fellow CSC’s
- Learn customer’s agreements on pricing, i.e. DSA’s, trade in
- Prioritising work to ensure expectations and SLA’s are met
- To maintain own Personal Development Plan

**Skills / Experience: Customer Support Coordinator**
- Ability to communicate with staff and clients at all levels.
- Manage and prioritse workload
- Attention to detail
- Excellent numeracy and written skills
- Professional telephone manner and happy to use the telephone as business tool
- PC and Internet literate, possessing good working knowledge of Microsoft Word, Excel, and Outlook.
- Flexibility with regards to hours of work, as and when required.
- Efficient and well organised.
- Team player.
- Ability to use own initiative and present a ‘willingness’ to help attitude.
- Quick to learn and retain information

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial and Technical sectors.

For information on other roles, we have available please call for further details.


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