Customer Service Solutions Expert

21 hours ago


Wellingborough, Northamptonshire, United Kingdom Emplas Window Systems Full time

Key Responsibilities:

  1. Day-to-Day Management: Manage technical tickets, ensuring SLAs are achieved, reporting is accurate, and customer communications are performed in a timely manner.
  2. Technical Coordination: Work alongside and coordinate with the Technical Manager to ensure synchronization of tasks and achievement of company goals.
  3. Product Knowledge: Read and understand technical manuals in conjunction with manufacturing processes.
  4. Customer Relationships: Build customer relationships both internally and externally.
  5. Technical Assistance: Provide technical assistance to customers via telephone and remote support software.
  6. Root Cause Investigation: Assist in root cause investigation of product and service-related complaints and explore preventative measures.
  7. NPD Project Progression: Support NPD project progression.
  8. First-Line Support: Develop into first-line point of contact for all customer tech queries.
  9. Supplier Engagement: Ensure you are kept up to date with supplier product changes, company processes, new product ranges, and developments.
  10. Process Development: Maintain a proactive, professional, and efficient customer service provision.
  11. Production Support: Supporting Production in regard to SOP generation and new process development.
  12. Supplier Feedback: Engagement with suppliers in relation to product development and feedback.

Estimated Salary: £35,000 - £45,000 per annum (dependent on location and experience).



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