Aftersales, Services

6 months ago

Plymouth, United Kingdom ESAB Welding & Cutting GmbH Full time

Job Description:
Responsible for assisting with incoming sales and service calls from customers and for placing outbound calls to customers in order to generate revenue and profit for the Company. Provides customer service and support to incoming customers and established distributors. Verifies information, processes orders accurately, follows correct billing and collections procedures. Completes system navigation, call tracking, documentation and account billing. Ability to multi-task, handle situations which require deviation from standard scripts and screens. Responsible for developing and maintaining knowledge of a variety of Company products and services. Establishes relationships with third party partners including field sales, and field support technicians. Handles all calls with high customer satisfaction and retention. Is knowledgeable of the different types of payors and their obligated portion of the sale. Contributes to the development of concepts and techniques. Assignments are complex and require judgement and initiative. May act independently to determine methods and procedures for new assignments, however, reports directly to the Operations team. Skilled team leader or considered a self-starter with driven work ethic within their work area. Typically requires a minimum of 3-5+ years of experience.

Primary Responsibilities

Primarily responsible for managing all aspects of service centers, aftersales, warranty, repairs and process:

- Take customer calls, provide answers, or redirect them to the relevant department.
- Review incoming and outgoing letter mail combined with special transport (UPS).
- Service activities: maintain the service center list, ensure the online details are correct in database, update the Shared Drive with customer details. (Addresses, phone numbers and points of contact)
- Review and send invoices for warranty work.
- Aids support technicians when handling repair and warranty claims.

This role will cover elements of the QEHS functions.
- Combined with general office administrative roles, including setting, and maintaining system pricing and price lists.
- Review all warranty claims and administer it with warranty awarded.
- Prepare repair order for authorization as per warranty requirement as well as assists customers with all warranty service and monitors all customer inquiries and requests on all warranty issues.
- Update database and prepare required filling documents. Maintain knowledge on various warranty programs by active participation in education programs.
- Perform research on warranties and assist various departments and fulfill all warranty requirements.
- Inventory and maintaining demo stock for the New England Region.
- Raise faults due to out of box failures.
- Progressing and expediting warranty parts. Engaging in customer feedback relating to warranty status.
- Monitoring the Aftersales Inbox for customer purchase requests.

Main Performance Objectives/KPIs

Assist in driving safety culture improvement, with focus on reducing and eliminating incidents.
- Cyber Security adherence.
- Assist in improving sales force productivity. Contribute to grow consolidated Std Gross Profit in NAM Regions. Maintain Price Books and Matrix's. Assist in setting Distributor discounts. Continue to work with SOX compliance.
- Maintain basic QEHS data.
- Reports to Operations Manager daily
- Attends weekly operations meetings.
- Generates monthly reports for operations accountability.

Soft skills:

- Presenting information (presentation oriented, eloquent, socially confident).
- Changing views (persuasive, motivating, inspiring).
- Challenging objections (argumentative, responsibility seeking, definite)
- Result focused:

- Action Oriented (decisive, focused on starting things)
- Pursuing targets (business opportunity oriented, sales focused, ambitious)

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