Senior Customer Support Specialist

Senior Customer Support Specialist

Photocentric Ltd is an award-winning manufacturer based in Peterborough and the USA. We are innovators of 3D printers, resins and worldwide leaders of craft stamp manufacturing.

This is a fantastic opportunity for a confident and energetic Senior Customer Services person with some client Account Management experience toegther with excellent communication and administration skills. We are looking for a highly commercial Senior Customer Support Specialist with some proven experience of Account Management to join our growing craft and business team in providing outstanding administration and positive customer services to all our customers.

Key Responsibilities for the Senior Customer Support Specialist will include:

• Support our customers and gaining a thorough understanding of the market, competitors and customers
• To Account Manage a portfolio of customers to develop and maintain strong relationships to secure long-term business, and help to increase customer sales
• To drive continuous improvements to the sales admin team on customer services and processes to deliver a more efficient service
• To manage the small admin & sales support team to ensure they are working to full capacity and providing outstanding customer services at all time
• Troubleshooting and investigating incoming customer queries
• Evaluating opportunities to enhance sales, customer satisfaction and retention
• Processing and responding to incoming sales enquiries
• Having an awareness of departmental KPIs and goals, and being proactive in helping achieve them
• Supporting and getting involved with NPD and any marketing activities where necessary
• Negotiating variations in price, delivery and specifications, and being able to confidently make commercial decisions regarding quotations and price adjustments
• Being a key point of liaison between the sales and production departments

Required Education, Skills and Qualifications of our Senior Customer Support Specialist:

• An established Senior Customer Support Specialist or accomplished customer services person with proven success in building relationships with customers
• Proven experience of Account Management
• A strong and confident communicator both verbally and written format
• Commercial mindset with a focus on optimisation of the customer experience and needs to help ensure maximum revenue is achieved
• Confident with data and finance, ability to work out costings and produce reports
• Proficient PC skills including Word, Excel, and the ability to adapt to new software packages.
• Be driven to achieve with the understanding of sales and targets
• Experience of supervising staff (not essential but useful)
• Some experience in marketing

What we offer:

• Generous salary offered £35-£40,000
• Career development
• Minimum 24 days holiday entitlement
• Electric vehicle and bike schemes with free vehicle charging
• Generous pension contribution scheme
• Good in-house facilities including free access to on premises gym
• A great social culture in a friendly team

If you would like to join our growing team and feel that you have the necessary skills and experience to become our Senior Customer Support Specialist, please click apply now! We would love to hear from you.