Customer Experience Representative

6 days ago

High Wycombe, United Kingdom Instron Full time

Working closely with the other members of the service administration team you will be responsible for ensuring our customers have the best ownership experience possible.

Primary focus will be on the commercial as setout below.

**Commercial**
- As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:

- Seeking to recover lost business and penetrate competitor accounts
- Develop a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.
- Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
- Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
- Grow the number of contracts in your territory by encouraging customers who normally operate under ‘book and bill’ to purchase a contract
- Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
- Develop a solid understanding of Instron service’s products
- Take on the responsibility and assume the lead for specific projects and be prepared to present at the monthly catch-up’s
- Mentor the more junior or less experienced team members

**Administration**
- To generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
- To set up all new Installations on the service system and generate the appropriate documentation for the service team.
- To generate and review all contract renewals and ensure the renewal is completed on time.
- Provide cover for the Administrative Business Partner in his/her absence.
- Oversee the Extracare inbox
- Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
- Complete the necessary paperwork relating but not limited to NDA’s, accreditation etc. and involve legal expertise where required.

**Qualifications**
- School qualification or office based apprenticeship.
- Additional business professional training/qualification is preferred.
- 4 plus years of previous relevant aftersales experience.

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