Customer Service Representative

7 months ago


Newcastle upon Tyne, United Kingdom Lawson Fuses Full time

Job Advert

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
- 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

**Behavioural Competencies**:

- Team Player
- Capacity to work independently
- Passion and drive
- Competitive spirit
- Professionalism

**Values: Demonstrate and live by our values**:

- We support and respect each other
- We collaborate
- We continually improve
- We ‘can do



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