Customer Service
1 week ago
**Company Description**
- ** Job Purpose**
The role incumbent is responsible for the production of quotations into the relevant system within agreed timescales and to advised criteria, predominantly for existing customers. Follow up of quotations raised to increase conversion to order outcomes. Escalation of new customer enquiries to the relevant Sales Team. The handling of none technical response to enquiries and escalation of such enquiries to the correct Team.
Handling, management and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates and customer purchase order fulfillment requirements.
The required outcome is continuity of the highest level service experience for customer managed orders from the point of order entry to delivery and payment.
**2. Key Responsibilities**
- To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by LGC.
- To ensure that all customer price requests received are responded to by production of a formal quotation and quotations are followed up within agreed timescales and conversion rates.
- To respond to “Tender” requests which are not being managed by the Business Development Teams or Product Application Specialists.
- To push LGC manufactured products in the production of quotation requests for 3rd party products.
- To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are and customers informed of any delays in advance.
- To improve back-order management and up-dates to customers by monitoring and chasing Shipments and or suppliers on product delays.
- To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
- To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained and issues escalated to the Manager.
- To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
- Taking responsibility for ensuring that customer expectations are exceeded against response KPI’s.
- To actively promote the Webshop to all customers
- To learn about LGC Standards products and services and keep up-to-date with changes
**Qualifications**
- ** Person Specifications**
- Experience of working in a sales support environment with quotation & order entry exposure.
- Customer focused, both internal and external customers.
- Can do attitude and willingness to go that extra mile.
- Excellent telephone manner and communication skills.
- Attention to detail and accuracy.
- Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.
- Team Player, supportive of colleagues.
- Ability to work under pressure to meet deadlines
- Organized and able to perform under pressure.
- Good written and oral skills Essential.
- Experience using a CRM system and supply chain management process system.
- Experience in using ERP systems such as PASTEL, SAP, ORACLE, SAGE etc.
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