Customer Service Representative

2 days ago

Cramlington, Northumberland, United Kingdom Enerpac Tool Group Full time

About Enerpac Tool Group

We're on a journey to build a culture that celebrates diversity and inclusiveness. Our goal is to create a workplace where everyone feels valued, accepted, and equal.

Business Contribution:

This role is a temporary position to cover maternity leave. As a Customer Service Representative, you will be responsible for managing the day-to-day business in the office and overseeing the order process from start to finish. You will be the main point of contact for all customers.

Key Responsibilities:

  • Manage and coordinate the order process
  • Prepare and produce professional quotations
  • Manage and coordinate the order process from start to finish in close conjunction with the Central Order Desk
  • Active follow-up of outstanding quotes
  • Ensure the sales force system is updated and maintained; liaise with internal and external clients
  • 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
  • Progress outstanding orders on the system
  • Receive and respond to all customer complaints and follow the customer complaint procedure
  • Liaise with the accounts department regarding customer credit issues
  • Manage office phone calls in coordination with other team members of the Customer Service
  • Support the Customer Service Supervisor with reporting tasks and provide 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 participate in safety awareness and improvement
  • Represent the company in a professional manner at all times, both internally and externally. Follow published processes and comply with all company policies and procedures. Be an ambassador for the business, ensuring Health and Safety comes first at all times

Required Capabilities:

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

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