Technical Customer Services Advisor

2 weeks ago

Andover, United Kingdom NET Recruit Full time

NET Direct have partnered with CoolLED to recruit a Technical Customer Services Advisor.
The purpose of this role is to provide a high level of Customer Service to CoolLED's customers and resellers, and to support the Sales & Marketing activities performed by the Field Sales Managers.
This position reports into their Business Support Manager
Why Join CoolLED
CoolLED designs, manufactures and markets cutting-edge LED illumination systems for microscopy, advancing biomedical research and other high-tech industries. There are many reasons to join their team, and here are just a few...
- Make a difference: They are proud of their role as a trusted supplier to leading global brands such as Olympus and Nikon, and also as a pioneer of research into illumination technology in collaboration with leading universities.
- Team spirit: Everyone in their team contributes to the success of the company. They are seeking like-minded individuals to join them and enjoy a role which stimulates and is rewarding. Working at CoolLED, you will be a part of a family-style team who oftenget together for social or charity events.
- Being greener: Their technology replaces toxic, energy-hungry mercury-based illumination. This emphasis on sustainability runs through the whole of CoolLED, and you can be part of their constant drive to reduce our environmental impact.
About the role
As a Technical Customer Service Advisor you will contribute to our team success by:

- Proactively supporting their customers, their resellers, and their FSMs and act as an interface to the organisation
- Managing customer relationships by providing customers with a central point of contact for support
- Providing first response to customers enquiries and/or fielding these to the responsible person
- Generating quotations as directed
- Managing Loan Equipment stock; responding appropriately to requests and following up to ensure loan stock is returned
- Managing Customer Queries including product faults, customer complaints, shipping errors and upgrades
- Liaising with technical and manufacturing to manage customer returns for warranty claims, repairs and modifications, and responding appropriately to the Customer
What they are looking for
As a Technical Customer Service Advisor you will have the opportunity to support and enhance CoolLED's reputation for excellent customer service. You will act as the first point of contact for many customers pre
- or post-sale and will put their belief in customerfocus into action. You will drive the customer experience and provide feedback into the organisation to act as the voice of the customer.
- You have a strong Customer Service ethic
- You are comfortable understanding technical problems
- You are a good communicator
- You are conscientious and reliable
- You are keyboard & computer literate
- You have good attention to detail
- You are reasonably numerate
- You fit into small company atmosphere and environment
- You enjoy solving challenges and seeing them through to conclusion
- You can manage a busy and varied workload
- You can listen to customer explanations and ask questions to identify the issue
This position is based at their headquarters in Andover. Staff are expected to be willing to travel as their role requires to visit customers and partners worldwide.
What they offer
- A positive and inclusive working environment
- A 37.5 hour working week
- Flexible working hours to optimise your work/life balance
- 25 days personal vacation + 8 statutory bank holidays
- Competitive salary plus a company profitability bonus
- Life Assurance / Death-In-Service benefits
- Contributory pension scheme
- Health Insurance (optional at cost for employee's family)
- Parent company (Judges Scientific PLC) Share Incentive Plan

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