Technical Customer Service Associate

1 week ago

Birchwood, United Kingdom DT Resourcing Ltd Full time

Our client, a leading developer and provider of fluid system products, assemblies, and services for the oil and gas, chemical and petrochemical, semiconductor, and transportation industries, is looking to recruit a **Technical Customer Service Associate** for their office in Birchwood, Warrington.

**The Role**:
You will take an active role in providing exceptional service within a customer service department, offering support to the external and internal sales team, and processing quotes/order timely and accurately. You will ensure customers always receive a friendly and positive ordering experience that will encourage repeat custom and in turn contribute to the wider success of the business.

**Key Roles and Accountabilities**:
**Managing Relationships**:
Act as a first point of contact for customers, identifying and understanding the needs of the customer in order to provide the most appropriate solution whilst ensuring that the customer receives the highest level of service.

Offer support to the Business Development Engineers and Internal Sales Associates in terms of identifying possible sales growth opportunities and referrals for technical conversations with the customer.

Liaise with other departments within the business to offer a well-rounded service to the customer and ensure that the sales order experience progresses smoothly.

**Quote Management: Enquiries**

Produce accurate quotations based on customer requests, interpreting customer RFQ to identify the customer account and the components to be quoted in accordance with the company’s Contract Review guidelines.

Communicate with the manufacturing facility to quote made-to-order products and provide answers to first level product queries through the Flowan business system.

Maintain accurate data in our business system relating to part numbers, product descriptions and customer account details.

Demonstrate thorough understanding of commercial terms & conditions and adhere to policies set by both Corporate and the Manchester team.

Continually seek to improve enquiry/quotation processes and measure effectiveness.

**Order Management: Order Processing**

Process customer orders timely and accurately so that the transaction replicates the customer’s order exactly in accordance with the company’s Contract Review guidelines.

Liaise with the manufacturing facility to spot-buy made-to-order items, monitor the expected delivery of such items and expedite any delays in order to meet the customer’s need dates.

Analyse customer’s purchasing habits (part numbers, quantity, and frequency) in order to establish best purchasing processes and support the customer’s ongoing supply chain.

Maintain accurate data in our business system relating to specific order requirements against customer accounts.

Demonstrate thorough understanding of commercial terms & conditions and adhere to policies set by both Corporate and the Manchester team.

Continually seek to improve order methods and processes and measure effectiveness

Follow agreed electronic document filing system process.

**Product and Service Knowledge**:
Act as a first-line of response for questions on products and services provided by the Manchester team, referring to the engineering teams where more technical expertise is required.

Undertake training on products and services offered including developing a detailed knowledge of the company part numbering system across core product groups.

Resolve transactional or service-related problems by clarifying the customer's complaint, determining the cause of the problem, and carrying out the best resolution.

Identifying opportunities for referral to our Marcoms department to promote events and training services.

Give support to fellow Customer Service Associates or any other person requiring knowledge from other departments.

**Knowledge and Skills**:
Exceptional customer service by putting our customers at the heart of everything they do.

Actions that support the business strategy, core values and the company brand.

Collaboration with colleagues, internal and external partners to achieve the best possible customer experience and get the best results.

Commercial awareness through a combination of business knowledge, experience and understanding of varied industries.

A positive and flexible attitude.

A friendly and approachable demeanour with the willingness to help.

Encourage and accept other viewpoints by listening carefully and attentively.

Proficiency in both written and verbal communications.

Excellent telephone manner.

Ability to work on own initiative to maximise sales.

Ability to work independently and as part of a team.

Ability to prioritise and manage workload using own judgement.

Problem solving skills and creative thinking.

Excellent time keeping and time management skills

Excellent and reliable attendance record.

Willingness to share and relay information e.g., in monthly or stand-up meetings.

Ability to identify a

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