Customer Service Representative

• Understand the business and the different needs of the variety of customers within the business

• Develop a knowledge of the technical aspects of the business to help with customer technical enquiries

• Follow up on new leads and pro-actively contact customers that have stopped buying or sales levels have dropped

• Call potential leads received via the various platforms the business maintains

• This role is pivotal to the long-term growth of the business as we plan to double our current turnover and the CSR will have responsibilities in helping to achieve this

• The sales team consists of 7 people of whom 2 are internal sales (CSR’s) and 1 Customer Service Manager, the new employee will need to work closely with all of the members of the sales team to ensure a smooth customer journey

• The business has manufacturing sites in the UK and India, the role holder will work proactively with both sites and their teams to ensure customer service is achieved

• Manage large amounts of incoming and outgoing phone calls

• Generate sales leads whilst interacting with customers

• Utilise the company D365 Sales CRM to add leads and opportunities whilst notifying the relevant sales team member and ensuring follow up

• Occasional travel to meet customers

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Meet personal/customer service team sales targets

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customers

• Educated to reasonable standard, college or university educated would be advantageous

• Experience in customer service activities

• Knowledge and understanding of customer dynamics from initial enquiry to the final sale

• Pro active in terms of driving customer satisfaction

• Some electrical industry knowledge would be useful but not essential

• Able to use standard Microsoft applications such as Word, Excel and PowerPoint

• Working knowledge of Microsoft Dynamics 365 Finance and Operations module would be a distinct advantage

• Working knowledge of Dynamics 365 Sales module would also be an advantage

• Team Player

• Capacity to work independently

• Passion and drive

• Competitive spirit

• Professionalism

• We support and respect each other

• We collaborate

• We continually improve

• We ‘can do

Lucy Group