Customer Services Specialist

#REQ0010621

We are looking for a Customer Specialist to start immediately on a six months fixed term contract.  The key accountabilities include:

Customer Calls

  • Efficiently handling all incoming calls about services, orders and complaints, objections, request for quotations, questions on invoices, etc. by telephone, Web chats, mail, social media, etc.
  • Deal with questions in a pro active way being mindful of the customers perspective.
  • Build strong relations with the customer by really understanding their needs / restrictions / future plans
  • Provide accurate valid and complete information
  • Transfer all technical questions and ‘non ABC’ customers to the right colleagues

Pro active ‘commercial’ sales by phone

  • Follow up on  Account Managers quotations
  • Follow up calls to customers
  • The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organisation’s costs and benefits into account
  • Direct sales to smaller customer not visited by the Account Managers
  • Create leads to be followed up by the Account Managers
  • Campaign / Promotions calls to specific customers

Follow up in a constructive way

  • Help customers to use our facilities in the right way (Webshop)
  • Accurately carry out all administrative tasks; quotations, order/return processing, data entry/maintenance, maintaining discounts/prices, create reports, etc.
  • Ability to read between the lines in order to identify and act on the customers future requirements
  • Good organisational skills in order to act upon quotes to non-orders

Working with the Account Manager

  • Regularly checking the Visit Reports to keep up to date with and understand the Account Manager plans
  • Keeping visit reports up to date on any information shared by the customer in a timely manner

Working with customers, other disciplines and departments within the Kramp Group

  • Build sustainable relationships of trust through open and interactive communication
  • Going that extra mile to engage customers
  • Promoting campaigns

Build value focused relationships with customers

  • Ensure and increase customer satisfaction and create opportunities for Kramp
  • Apply the right service levels to customers
  • Visit customers along with the Account Manager to build stronger relations and gain a deeper understanding of the customers business and requirements

The attitudes / behaviours you will show are :

  • Relevant experience, minimum 2 years in outbound and inbound calls,
  • Good knowledge of MS Office and affinity with other software programs
  • Time management skills
  • Outstanding communication skills written and spoken
  • Solution-oriented, efficient and ability to work independently
  • Willingness to take responsibility
  • Resilient and self-motivated
  • Commercial awareness
  • Can do and flexible attitude/going the extra mile
  • Team work
Biggleswade (UK)