Customer Support Coordinator
Job description
Intertek is a leading Total Quality Assurance provider to industries worldwide. Our network of more than 1,000 laboratories and offices in more than 100 countries, delivers innovative and bespoke Assurance, Testing, Inspection and Certification solutions for our customers' operations and supply chains.
You will provide support to customers and interface between Inspection services, laboratory services, and the customer. To receive and process requests for services from our customers. Process these orders on the company’s order processing system (Phoenix/LIMS).
The role:
- To act as the interface between our customers, laboratory staff, inspectors, and other Intertek offices
- Provides technical support to customers on existing and future programs of work
- Respond to all new customer leads meeting pre-agreed service level requirements.
- Ensure quotes and enquiry responses are completed in a timely manner, Liaise with the customer regarding samples that are due in for testing
- Set up and maintain customer agreements and quotations using the appropriate forms, seeking management's approval for any applicable discounts
- To process orders on the company’s order-processing system
- Liaison with the lab/goods in to make sure they are aware of the samples due in, the testing requirements that are to be carried out and turnaround times.
- Liaison with the laboratory for an expected time of receipt of samples
- To communicate with internal and external customers regarding sample requirements, collections, deliveries and turnaround times (i.e. Inspection staff, Drivers, Laboratory staff, customers)
- Inform the customer if the results do not meet the specification (if testing the product to meet a specific product specification), via phone and/or email
- Liaise with customers if we cannot test a product via a requested test method, provide the alternate test method that we can test by, and seek approval for the deviation. Any communication is to be written and a copy placed in the customer file
- Liaise with internal offices / 3rd party laboratories for any subcontracted work Prepare purchase orders for any subcontracted work, where required
- Organise the taking of samples when required with laboratory staff. Coordinate work where drivers or other offices/inspectors are to take the samples.
Key Requirements:
- Good organisation/multitasking, and presentation skills
- Strong interpersonal and communication skills to ensure that appropriate follow-up takes place within Intertek
- Excellent knowledge of Word, Excel and PowerPoint, Intranet, and database systems
- Knowledge of inspection and blending programs of petroleum products
- Knowledge of relevant laboratory operations, standards, and test methods
- Knowledge of relevant Quality, Health, Safety and Environmental standards
What We Offer:
Join Intertek and become part of our global network of inspiring and entrepreneurial colleagues. We are a global family that values diversity and we thrive working together with precision, pace and passion. We are working to make the world Ever Better, ensuring the quality, safety and sustainability of products and services used by millions of people around the world.
- Competitive salary/benefits
- Development and career opportunities around the Globe
- Working in a highly motivated team and dynamic working environment
We are an Equal Opportunity Employer who do not discriminate against applicants. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex or national origin.
Intertek operates a preferred supplier arrangement and we do not accept unsolicited approaches from agencies.
