Customer Support Advisor

2 months ago

Edenbridge, Kent, United Kingdom KHR - Recruitment Specialists Full time
Job Description

We are seeking a highly skilled and experienced Customer Service Advisor to join our growing team at KHR - Recruitment Specialists.

Main Responsibilities:
  • Customer Enquiry Processing: Process customer enquiries in accordance with our company's processes and procedures, working closely with Field Sales, Engineering, and M2M teams to ensure the appropriate departments' involvement.
  • Quotation Preparation: Access our Global pricing system to prepare quotations for standard catalogue products and services, calculating customer pricing using our implemented methods.
  • Purchase Order Management: Receive and process Purchase Orders from customers, entering the orders into our ERP System (Glovia) and sending out order acknowledgements.
  • Contract Review Support: Collect and evaluate customer requirements and other information (End Use statements, etc.) to support the performance of a Contract review.
  • Production Planning: Work with our Planning Department to agree on and maintain the planned ship date to the customer for items built on-site.
  • Purchase Order Issuance: Raise purchase orders as required.
  • Delivery Schedule Management:
  • Customer Feedback and Complaint Resolution: Collect and log customer feedback, coordinating the resolution of customer complaints and returns with relevant departments.
  • Phone Handling: Answer incoming phone calls and pass them to the relevant department, take messages and/or transfer calls as necessary.
  • Production Meeting Attendance: Attend the weekly Production meeting to make notes of changes to customers' shipping dates.
  • Additional Duties: Carry out additional duties and responsibilities as requested by our Managing Director or General Manager.
Person Specification:
  • B2B Customer Service Experience: Ideally from a manufacturing or electronics company.
  • Effective Communication: Effective communicator at all levels, both verbally and in writing.
  • Technical Knowledge: Basic knowledge of ISO 9001 / AS9100 standards.
  • ERP and CRM Experience: Experience with an ERP and/or a CRM system.
  • Technical Language Understanding: Ability to understand technical language, work with a technical catalogue, and read a simple technical drawing.
Customer Service/Sales/Administration:
  • Teamwork and Autonomy: Able to work alone or as part of a team.
  • Matrix Organisation: Ability to operate effectively in a matrix organisation structure.
  • IT Literacy: IT literate - Microsoft Office, Excel, Word, PowerPoint.
  • Self-Motivation and Cooperation: Self-motivated and co-operative.

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