Customer Service Leader

2 weeks ago

Broxburn, United Kingdom SA Equip Full time

**Organisation**

For over a century, SA Equip has been a trusted partner for heavy industries, starting in the maritime sector and expanding into offshore oil & gas during the North Sea boom of the 1960s. We develop cutting-edge technologies that ensure safety in the harshest environments, providing power distribution, lighting, heating, and ventilation equipment that is robust, durable and portable.

We aim to be the most dynamic, innovative and admired company in our industry whilst continuing to grow sustainably. We will ensure this growth through a number of initiatives:

- Launch a robust pipeline of new products
- Establish a dominant UK rental programme
- Target new markets and industries like utilities, hydrogen, and construction.
- Expand distribution network and existing partnerships.

**Job Context/Purpose**

We are currently seeking a Customer Service Leader to join our growing Commercial Team. This is a great opportunity for the right person to be part of an exciting growth journey at SA Equip. To be successful in this role, you will be a hands-on, practical team player with well developed interpersonal skills and high quality customer and communication standards. The role will require someone who has potential to grow and develop the customer service experience at SA Equip.

**Key Responsibilities**
- Ensure customers receive a world class experience from SA Equip
- Provide connection and communication between sales and operations throughout the order process
- Provide immediate confirmation of PO receipt (within 1 hour) and resolve any queries quickly.
- Ensure all specific requirements re. packaging, transport etc are captured correctly
- Confirm delivery dates on orders as soon as possible - liaising with Operations to ensure this is available quickly.
- Manage ongoing communications with the customer while the PO is in our system - including weekly updates, even if there is no change to situation.
- Make sure customer is notified when goods are despatched with tracking details
- Send out customer surveys after despatch, chasing response and providing feedback reports for further action
- Secure ‘consumable’ sales - contacting customers to provide additional sales of filter bundles, protective films etc.
- Ensure Helpdesk tickets are logged correctly, reviewed daily and all action happens as it should. (Currently CCRs)
- As part of Helpdesk, keeping regular communication with customer, including getting kit returned and ensuring it is repaired, providing regular reports to enable identification of trends in either product or service issues.
- Elevate issues (service or product) where necessary to allow urgent action to be taken
- Arrange service and repair training for specific customers, all admin support for this and providing certificates following the training.
- Support with onboarding new customers - sending out customer welcome packs. Also customer packs where a customer has been let down/had issues.
- Support with phone answering

**Job Requirements**
- Previous experience in a customer facing or maintenance role.
- Understanding of good customer service and customer dynamincs.
- Ability to ‘think outside the box’ with ways to improve processes and procedures.
- Well developed interpersonal skills and emotional intelligence
- Strong communication skills with a diverse range of stakeholders
- Proficient listening skills with the ability to problem solve using good judgement and discretion.

**What you’ll get back**

This will be a highly rewarding role in a dynamic team with the chance to develop your career as the business grows. You will have the chance to try new ideas and to embrace new technology as it becomes available. This is a superb opportunity to join a forward thinking and successful SME business. In return you can expect a highly competitive salary and benefits package, a challenging and supportive culture, and the opportunity to grow your career with a company that is set to expand rapidly.

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