Customer Service Partner in Glenrothes at ITW Construction Products

Date Posted: 9/13/2019

Job Snapshot

Job Description

Acting as operational account managers, the Customer Service Partner will work in collaboration with our Offsite sales team in order to deliver end to end communication to our customer base. Viewed as trusted advisors, the Customer Service Partner will always deliver a high standard of service and support through a tailored, customer centred approach.

Reporting to the Customer Service Manager, the Customer Service Partner will play a vital role in delivering a consistent high quality service to our Offsite customer base. This includes, but is not exhaustive of, processing orders, providing order updates, technical support and enquiry management.

A successful Customer Service Partner will have the ability to manage a customer case through to completion, providing timely accurate updates to our customer’s as required, taking a professional proactive style to customer liaison.

Key Responsibility Areas:
• Effectively provide end to end communication for our Offsite customers from order acknowledgement and processing through to post order after care.
• Follow departmental guidelines and processes for order processing, call logging, credit notes and other administrative duties.
• Root cause analysis on service faults identified, with a focus on continuously improving the service we provide.
• Proactively manage customer accounts to ensure that IFOT% targets are achieved, working with Supply Chain and Production teams where required.
• Take ownership and responsibility for customer cases, with the view to always achieve customer satisfaction by delivering timely, accurate and consistent communication.
• Demonstrate a high level of product knowledge with the ability to upsell and where required, provide alternative solutions to our customers (combine orders, suggest bigger quantities to reduce number of orders and simplify).
• Autonomously manage queries and customer concerns to bring to a resolution with minimal points of contact, using critical judgement to apply escalation procedure to Customer Service Manager where required.
• Achieve and strive to exceed all department Key Performance Indicators in line with targets; with a focus on delivering customer satisfaction and process simplification.
• Work alongside field based Key Account Managers to identify service improvement areas and opportunities for sales growth.

Job Requirements

• Experience of working in a fast paced, customer centred role.
• Able to demonstrate a high level of accuracy in their work.
• Act with a high level of integrity.
• Genuine motivation to achieve customer satisfaction.
• Prioritisation skills.
• Negotiation skills.
• Analytical skills.
• The ability and confidence to upsell.
• Address issues with courage.
• The ability to take ownership of a situation and act autonomously.
• A working knowledge of Microsoft Packages (Excel, Word etc.)
• Takes a customer centred pro active approach to problem solving.
• Fair and respectful at all times.