Customer Service Representative

4 weeks 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 that all customer inquiries are resolved in a timely and professional manner.

Key Responsibilities

  • Manage and coordinate the order process, ensuring that all orders are fulfilled accurately and efficiently.
  • Provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Prepare and produce professional quotations, working closely with the sales team to ensure that all customer needs are met.
  • Active follow-up of outstanding quotes, ensuring that all customers are kept informed of the status of their orders.
  • 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 that all customers are kept informed of the status of their orders.
  • Progress outstanding orders on the system, ensuring that all orders are fulfilled accurately and efficiently.
  • 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.
  • Support the Customer Service Supervisor with his/her reporting tasks and provide him/her actual and relevant data, information, and graphics.
  • Initiate and support local marketing initiatives.
  • Visit exhibitions and conferences in agreement with the direct manager in order to generate leads, do the 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 to safety awareness and improvement.
  • Represent the Company in a professional manner at all times, both internally and externally. Follow the published processes and comply with all company policies and procedures. Be an ambassador for the businesses in particular ensure that Health & Safety comes first at all times.

Requirements

  • 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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