OUTLINE JOB DESCRIPTION

TitleTechnical Customer Advisor

Reporting to Customer Services Supervisor

Location Colchester

ContractTemporary (to cover maternity leave)

Main Purpose of Role
Providing customer service to both UK and Export customers, acting as the first point of contact for all customers.

Main Duties & Responsibilities

Providing up dated information on despatch times copies of certificates, drawings, credit notes and any other documentation required by customers with respect to orders.

To act as the first point of contact for all customers, responding proactively and courteously to all calls using the Company's computerised systems.

Liaising with internal and external customers to ensure all documentation is accurate and updated in line with commercial and operational requirements. Investigate and resolve customer billing and invoicing queries ensuring that the customer is communicated with at all times.

Work along side Procurement and Internal Manufacturing to establish best possible delivery dates and advise customers accordingly

Be the key point of contact between the Company and the customer in all matters regarding orders referring any escalated or complex queries to the Customer Services Supervisor.

Manage accurate records at all times


Additional Duties, Responsibilities & Measurements
Support other team members as required to manage and expedite activities to maximise the OTIF (On Time In Full).

Be prepared to be involved in activities outside of the scope of the job in order to develop the company business systems and improve customer satisfaction.

Person Specification/Profile

The ideal candidate will have

Previous customer service experience, preferably in a technical sales environment
Strong administration skills
A positive 'can do' attitude
Appreciation and ability to work to mechanical detail level
A pragmatic and practical aptitude to enable communication with a variety of customers at all levels.
Good lateral thinker who will always complete the task
Good standard of general education
Ability to develop new skills
Demonstrate good customer services skills
IT literate, with knowledge of MS Office packages

This job description is not regarded to be totally exhaustive of all duties and activities required by the post. The post is subject to the needs of the business and will develop and change in line with prevailing market conditions, competition and development of the territory.