Customer Service Representative

Customer Service Representative

Purpose 

The role of Customer Service Representative is to ensure the efficient day-to-day functioning of commercial activities within Coryton Advanced Fuels. To be the primary point of contact for both perspective and established customers. The CSR will provide helpful information, answering questions, and responding to complaints whilst ensuring customers are satisfied with products, services, and features. To ensure timely actioning of tasks, communicating efficiently both within the company, and to external stakeholders.

Responsibilities

• Prepare quotes on behalf on account managers, ensuring that correct costs are entered, and correct duty rates are applied
• Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message
• Maintain customer call-off/contracted arrangements, and finalise orders (delivery, documentation and sales order closure)
• Liaise with company suppliers to arrange collections, deliveries item repairs, correspondence and telephone management as needed
• Follow-up open quotes, generate sales leads, and maintain Business Opportunities in cooperation with relevant account manager
• Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
• Maintain thorough and accurate customer service records using CRM software
• Assist finance/operations/logistics and technical departments with account specific information, demands and requests
• Communicate with customers about their orders, including any delays or changes in delivery
• Liaise with operations regarding production planning to ensure delivery deadlines are met, and stock levels are maintained
• Maintain stock levels of specified fuels
• Aid the administrative aspects of new product setup
• Aid the administrative aspects of new customer/account setup

Personal Qualities

• Communicate clearly and effectively, with UK and foreign customers
• Excellent telephone manner
• Build and maintain an excellent relationship with Coryton Advanced Fuels customers
• Build and maintain an excellent relationship with Coryton Advanced Fuels colleagues (both cross departmentally, and within commercial)
• Communicate quickly and efficiently to ensure information is delivered in a timely and clear manner
• Work well to deadlines, ensuring external and internal stakeholders have required information within pre-agreed timescales
• Be highly organised in support of account managers
• Ability to prioritise own workload, with a proactive approach to issue/problem resolution
• Exhibit calm and personable manner, particularly during high pressure scenarios or in conflict resolution
• Self-starter; seeking tasks and finding information, with need for constant support

Experience

• 2 years experience in the commercial environment
• Strong administrative skills and attention to detail
• Proven customer support experience or experience as a client service representative
• Proficient with Microsoft Software products
• Familiarity with CRM / ERP systems and practices
• Experience liaising with multiple internal stakeholders
• Experience with complaint management
• Strong phone contact handling skills and active listening
• Excellent communication and presentation skills
• Ability to multi-task, prioritise and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters

Performance Measurement Criteria

• Ensure that any customer-initiated communication is responded to within 2 hours
• Ensure that any request for quotation (RFQ) is completed within 24 hours
• Ensure that all major stock products are readily available
• Ensure that all pending call-offs are adequately stocked
• Ensure that all quotes are followed up for feedback.
• Ensure that Business Opportunity pipeline is well managed
• Ensure that forecasting tools are updated timely and accurately

Reports to: Commercial Office Manager

Location
The Manorway, Stanford-le-Hope, Essex, SS17 9LN, United Kingdom