Customer Service/sales Co-ordinator

2 days ago

Poole, United Kingdom IMI Critical Engineering Full time

**Role Overview**:
**This position requires someone with a passion for customer service who has experience in dealing with customers via telephone, processing orders, informing customers of order status and delivering the highest level of service to an industrial customer base.**:
**The post holder will be part of a small team and will be expected to provide excellent customer care to all of our customers in support of the Energy sales strategies; working closely with internal sales engineers and liaising with external sales when applicable.**:
**Key Responsibilities**:
Duties will include but not be limited to:

- Ensure credit checks are undertaken on all new customers.
- Ensure contract compliance with the correct and relevant export control and commercial legislation.
- Enter customer orders on ERP system according to Company standards and send an acknowledgement.
- Use excellent listening skills to ensure full understanding of customers’ requirements and satisfy them in line with the customers’ expectations and business requirements.
- Develop good rapport and business relationships with key customer contacts in order to understand their specific requirements.
- Handle customer complaints professionally and escalate to a more senior Company representative where necessary, to ensure that customer and Company expectations are met.
- Be proactive at all times in promoting the Company and resolving customer queries as efficiently as possible.
- Operate to Company standards as defined by the Customer Service Team Leader.
- Attend progress meeting as and when required in order to assess progress status and liaise with the customer as appropriate.
- Liaise with Despatch, Assembly and Production in order to action progress and delivery.
- Scan and archive documents as directed by the Customer Service Team Leader.
- Work to ISO / BSI and internal working methods and procedures.
- Record daily service figures.
- Provide administrative support to other areas as and when required.
- Perform other such duties commensurate with the nature and level of the post as may be reasonably required.

***:
**Critical Competencies for Success**:

- 4 GCSEs including grade C or above in English and Maths or equivalent qualification or experience.
- Ability to read, write and speak English and German fluently.
- Demonstrable experience in Customer Service.
- Ability to build relationships with and gain respect of customers and other internal functions.
- Demonstrable negotiation skills.
- Ability to learn the product range appropriate to the job role.
- Ability to demonstrate a positive can do attitude and work calmly under pressure.
- Excellent communication skills both verbal and written.
- Commitment to work to deadlines and determined to see a job through to a satisfactory conclusion.
- Thorough working knowledge of JDE or equivalent CRM with the ability to process orders and quotations.
- High level of attention to detail.

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