Customer Care Specialist

5 months ago

Redditch, United Kingdom BOBST Full time

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At BOBST we pride ourselves on the equipment we manufacture and the service we deliver to our customers. Our success is down to one thing - our PEOPLE. We recognise that they are the key to our continued accomplishments, and we have a very talented and experienced team at BGL. To recognise the contribution of our people, we offer a variety of benefits outside of the usual salary, pension and bonus packages and we are continually reviewing our benefits package to ensure we are offering the best for our dedicated team

**The Role**
The position of Customer Care Specialist is one of the most important members of our team. Interacting directly with customers at all stages of the business relationship, the variety of the tasks performed can make or break the relationship with our customer.

The customer care specialist is the first contact with the customer. They monitor and steer case handling, putting the customer at the top of every decision. The objective of this position is to provide world class customer service from the point of initial contact through request completion. The Customer Care Specialist is at the top of the customer service chain and the voice of our customers.

**About the Person**
As well as all the usual attributes we expect from our employees including being aligned with our customer service culture and adhering to our company policies and procedures, we need someone who is genuinely passionate about delivering excellent customer service and who has a flexible attitude to getting things done, whilst always demonstrating Bobst Values.

We rely on our automated CRM and ERP systems, so we expect our staff to be comfortable and confident with IT packages including Microsoft Office, SAP, Salesforce, and our bespoke online ordering tool.

As this is a role where relationships are key you will be adept at working directly with customers and able to maintain positive relationships in a sometimes-challenging environment.

This is a full-time position with a typical working week of Monday-Friday and may occasionally require additional extended or weekend hours due to the needs of the company and customers.

The incumbent of the role will have the following critical skills and personal attributes:
- Customer focus
- Excellent analytical skills
- Problem identification / solution provider
- Systems knowledge / computer skills / database management
- Integrity / trust
- Promotes quality and value
- Process knowledge
- Excellent verbal and written communication skills
- Positive Attitude
- Time management
- Continuous improvement understanding
- Typical duties include:

- Create notifications to ensure the customer enquiry is dealt with efficiently.
- Prepare and track spare parts quotations and process orders.
- Manage orders and inform customers of expected deliveries and potential delays.
- Follow up opportunities and quotations.
- Identifies and involves Technical Service Support and Subject Matter Experts.
- Record customer feedback and non-conformance using the relevant process.
- Elevate unresolved concerns using the relevant escalation procedures or to Department Head
- Close notifications once all tasks and objects are complete.
- Measure customer satisfaction.

For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.

**APPLY NOW

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