Customer Service Representative

An established and successful manufacturing company in Ponteland near Newcastle upon Tyne are looking for a Customer Service Representative who will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that their customer accounts might face with accuracy and efficiency.

You will be responsible for developing customer relationships, mainly in the UK but with some exposure to export sales so you need to understand the business and the different needs of the variety of customers within the business.

You will develop a knowledge of the technical aspects of the business to help with customer technical enquiries and follow up on new leads and pro-actively contact customers that have stopped buying or sales levels have dropped.

This role is pivotal to the long-term growth of the business as they plan to double the current turnover so you will be part of the team in helping to achieve this.

The team consists of 6 people of whom 2 are internal sales and the Customer Service Manager so you 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

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

They really want someone who is proactive, ability to pick up the phone and not just someone who is reactive and waiting for calls to come in.

Educated to reasonable standard, college or university educated would be advantageous.

Experience in customer service activities and knowledge and understanding of customer dynamics from initial enquiry to the final sale.

Able to use standard Microsoft applications such as Word, Excel and PowerPoint

Salary offered is £27k, Hours are 8.30am - 5.00pm Monday to Thursday and

8.30am - 1.30pm on a Friday, 25 days holiday