Customer Service Representative

Job description

Job Summary/Overview Position to be based at Coleshill, Birmingham site on a full-time permanent basis circa 38.75 hours per week, Monday to Friday. Purpose of the position is to assist the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one. Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system. Essential Duties and Responsibilities Using Salesforce CRM to review all enquires and categorise them on receipt to ensure they reach correct staff and are prioritised effectively. First point of contact on telephone system Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone. Providing PODs, missing certificates and providing updates on orders. Checking stock availability and lead times on SAP Make quotations in SAP Order entry in SAP Follow up open orders, stock and MTO to ensure on time shipment Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally Handle any type of complaint in a proficient way and recording in internal systems Invoice queries and credit request creation Support colleagues by sharing best practice Adheres to all local legal, health and safety and compliance requirements, policies and procedures To carry out any other duties as necessary when requested. Knowledge, Skills, Competencies, and Abilities Previous experience in a customer service role Experience in the lifting industry is advantageous Relevant NVQ or sales qualification an advantage Strong numeric, analytical skills Attention to detail and ability to multi-task Good planning, time management and prioritisation of tasks Good business and commercial awareness MS Office and CRM experience, Salesforce is in use SAP proficiency a distinct advantage Strong written and spoken English language Willingness to continue to train, to learn, to grow Required Qualifications 5 GCSE’s including Maths and English Relevant NVQ or sales qualification an advantage