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Job Title: Customer Service Representative

Business Area: Sales

Location: Newcastle Upon Tyne

Job Purpose

The Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Job Context

The position will be responsible for developing customer relationships, mainly in the UK but with some exposure to export sales, the role holder will:

• 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

Job Dimensions

• 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 6 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

Key Accountabilities

These will include:

• Manage large amounts of incoming and outgoing phone calls
• Generate sales leads whilst interacting with 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

Qualifications, Skills & Experience

Minimum Qualifications, Knowledge and Experience

• 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

Behavioural Competencies:

• Team Player
• Capacity to work independently
• Passion and drive
• Competitive spirit
• Professionalism