Senior Customer Service Representative

4 months ago

Sunbury, United Kingdom AMETEK, Inc. Full time

**Scope of Role**:
Own the customer relationship for major/ complex customer accounts and be the focal point for issues relating to existing business. Drive excellent service to our key customers and make customer satisfaction a competitive advantage. Drive internal sales with existing OE and repair customers.

**Main Duties/Responsibilities**:
- Manage key/ complex customer accounts proactively and ensure that any issues and/or opportunities are managed, or escalated, in a timely manner.- Act, as required, as deputy for the Customer Services Manager representing the department at a Business Unit level.- Drive and manage regular Business Reviews with assigned customers.- Effectively manage Customer Scorecards with assigned customers to ensure accurate OTD and Quality scores are agreed and visible internally and with the customer.- Be the driver of a proactive culture of communication with assigned customers, ensuring there is no customer dissatisfaction for unresponsiveness.- Build and maintain strong relationships with the customers as well as internally with other departments to aid timely resolution of customer issues.- Own the successful resolution of all customer issues relating to current business, by proactively working with the relevant functions to ensure timely completion. Escalate in a timely manner any issues if required.- Manage sales orders returns including the tracking and investigation of units internally by securing cross-functional support.- Manage repairs release, quoting and quote approval with the customer and internal MRO team.- Manage customer orderbook ( including order entry and order acknowledgement to the customer, and where appropriate via the maintenance of a customer demand portal).- Own all general business review customer visits on site, including issuing an agreed agenda and preparation of presentation material and meeting minutes.- Liaise between internal Operations and the customer to ensure that the delivery commitments are agreed and driven to.- Provide weekly status reports to assigned customers regarding open order book and open action items.- Work with customers to maximise order placement of ‘runners’ in order to achieve budgeted order intake.- Work with customers to obtain an original copy of the EUU for export department where appropriate.- Manage resolution of customer complaints, including raising complaints internally on behalf of customers where appropriate to drive a resolution and timely response to the customer.- Manage an annual Customer Satisfaction Process for assigned customers

**Professional Knowledge & Experience**:

- Proven experience in a similar role driving and delivering excellent customer service and customer satisfaction.
- Experience of owning and managing customer relationships.
- Experience of proactively dealing with customer issues and/or opportunities.
- Demonstrates the ability to proactively communicate with customers.
- Experience of working with other departments through timely resolution of customer issues.
- Demonstrates the ability to manage sales orders returns including the tracking and investigation of units.
- Experience of producing customer status reports.
- Experience of managing customer complaints.
- Experience of running customer satisfaction process surveys.
- Experience of conducting general business review visits with customers and preparing presentation material.
- Experience of ensuring delivery commitments are agreed and driven to.
- Demonstrates the ability to work to a sales order process.
- Good command of the English language and very articulate.
- Significant IT skills, Microsoft Office, Word, Powerpoint and Excel at Intermediate level
- Able to manage self planning and coordination.
- Good interpersonal skills to be able to converse easily with a variety of individuals from a mix of cultures and countries.
- Able to priorities job requirements in order to satisfy customer needs.
- Microsoft Navision and Virtual Office Skills
- Good commercial knowledge of the Aerospace industry
- Experience of working within a customer services office environment
- Experience of working within a Manufacturing Industry
- Experience of working in an Aerospace or closely related industry
- Working within a ‘Lean’ environment

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