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Customer Service Representative

2 months ago

Cramlington, Northumberland, United Kingdom Enerpac Tool Group Full time

About the Role:

We are seeking a highly skilled Customer Service Representative to join our team at Enerpac Tool Group. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, managing the order process from start to finish, and ensuring seamless communication with internal and external stakeholders.

Key Responsibilities:

  • Manage and coordinate the order process, ensuring timely and accurate fulfillment of customer requests
  • Act as the main point of contact for all customers, providing prompt and professional responses to inquiries and concerns
  • Prepare and produce professional quotations, working closely with the Central Order Desk to ensure accurate and timely delivery
  • Active follow-up of outstanding quotes, ensuring timely resolution and minimizing delays
  • As a Sales Force super user, maintain and update the system, ensuring accurate and up-to-date information
  • Proactive control of Company-generated leads, including follow-up and liaison with the sales force and external clients
  • Generate and check reports for the status of orders on a regular basis, ensuring accurate and timely reporting
  • Progress outstanding orders on the system, ensuring timely resolution and minimizing delays
  • Receive and respond to all customer complaints, following the customer complaint procedure
  • Liaise with the accounts department regarding customer credit issues
  • Manage office phone calls in coordination with the other team members of the Customer Service team
  • Support the Customer Service Supervisor with reporting tasks, providing actual and relevant data, information, and graphics
  • Initiate and support local marketing initiatives
  • Visit exhibitions and conferences in agreement with the direct manager to generate leads, follow-up, and create appointments for the sales force
  • Organize customer activities in agreement with the direct manager
  • All other activities related to the day-to-day business or to improve the business
  • Ensure all HSSEQ rules and regulations are communicated and enforced throughout the Organization, proactively participating in safety awareness and improvement
  • Represent the Company in a professional manner at all times, both internally and externally, following published processes and complying with all company policies and procedures

Required Capabilities:

  • A minimum of 5 years' experience in a similar position, with commercial acumen
  • Technical affinity would be a plus
  • Languages: English - essential fluent oral and written, other languages are beneficial
  • Strong interpersonal skills, working and communicating well with internal colleagues and external customers
  • Energetic and proactive initiator, presenting a professional and articulate image
  • Able to work to deadlines, with excellent organizational skills
  • Works well with minimal supervision, with self-discipline and motivation
  • Good working knowledge of Office software (Word, Excel, PowerPoint, etc.); knowledge of a CRM package is beneficial