Customer Management Representative

Jackson Hogg is looking to recruit a Customer Management Representative on an 18 month fixed term contract for a fantastic manufacturing company based in Blyth.

Role Overview

The primary focus of the Customer Management role is to assist customers and colleagues in all aspects of Customer Service including pre-sale support progress {enquiry & quotation} through to order progress and after sales support.

Customer Service

• 1st Line contact for customers and colleagues.
• Telephone enquiry handling, including but not limited to Price requests and lead times, basic order progress call handling such as delivery dates and stock queries and basic quotation progress call handling such as status updates.
• 1st line support of product requirements.
• Customer issue escalation and resolution.
• Customer Aftercare in relation to orders such as the facilitation of supply of documentation.
• Maintain & improve customer satisfaction by the provision of high-level support to customers, including ensuring timely and efficient processing of customer requests
• Provide customers and colleagues with high level of customer service via communication routes such as phone, email, and webchat
• Develop best practices regarding the level of Customer Service offered by the Commercial Operations Department, ensuring our Customers and colleagues are supported and updated throughout their enquiry

Commercial Orderbook Reporting

• Provide weekly reports on open orders / shipping dates for strategically Key Customers
• Provide weekly reports on open orders / shipping dates for relevant Commercial colleagues who carry out Local Value-Added Activities I.e., Mobile Gas Detection Workshop
• Provide weekly backorders report for relevant account managers within Sales and when required Marketing Managers.
• Manage the Commercial Order book to ensure it is maximized and that customers are made aware of any delays or improvements in arrival of Purchase Orders when applicable, in the event of delays reasons are obtained from the Supply Chain and also, if possible, alternatives are offered if available.

Systems

• Concentrate on continual improvement cycle within the Customer Services processes, utilizing both established and newly deployed Global and Local system functionality.
• Actively look to "onboard" customers to customer service focused systems such as the web shop as a route to markets for consumable product and ensure required products are available by working with the relevant colleagues.
• Create and maintain accurate information within systems including but not limited to SAP and CRM

Skills Required

• Experienced in phone-based business to business customer service within a specialist team
• Customer Service experiance working within a sector that supplies critical equipment and services.
• IT knowledge: MS Office, SAP and CRM.
• Customer orientation
• Ability to organise and prioritise
• Ability to work as part of a team
• Ability to multitask and work to deadlines
• Reliability and attention to detail
• Communication
• Negotiation skills
• Assertiveness
• Time Management Skills
• Empathy
• Eye for Accuracy