Customer Service Specialist

3 weeks ago


Teddington, United Kingdom National Physical Laboratory Full time

About the Role

Our customers could be calling about any one of the  range of services  we offer, including - equipment & artefact calibration, test/analysis of samples, instrument/technology evaluation, facility hire, supply of reference standards and samples, bespoke measurements to customer specifications and site surveys.

Responsibilities include: - 

Manage and log customer enquiries in accordance with the appropriate business processes and systems. Resolve customer queries professionally and efficiently keeping them updated on progress, where applicable allocate enquiries and requests to the appropriate individual/resource and liaise with customers to keep them fully informed of progress. Ensure that all orders are updated through the appropriate systems so that invoice requests are accurate and processed promptly. Build relationships with customers to understand requirements, maximise sales and ensure that commitments are achieved. Develop knowledge, skills and experience and contribute proactively to continuous improvement through implementing new work practices as required. Provide support to other members of the team, when required. Responsible for taking reasonable duty of care for Health & Safety of themselves and of other persons who may be affected by their acts or omissions at work and always follow direct instructions given with regards to Health & Safety. About You

You should have worked in a customer focused environment and have a natural drive to go above and beyond. A good listener, a team player, supremely organized and IT proficient. At NPL, we learn from each other, respect each other and work together to do better.

Experience working within a customer service environment. Strong communication, organization and time management skills. Experience of using a CRM/ transaction management system and preferably Microsoft Dynamics D365. Good working knowledge of Word/Excel Ability to work independently and as part of a team.

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