Technical Customer Support 2.00pm-10.00pm - Hinckley, United Kingdom - Barker Ross Group

Barker Ross Group

Verified Company

Hinckley, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:

Technical Customer Support 2.00pm10.

00pm
Contract Type:

Permanent
Location:
Hinckley
Leicestershire
Industry:
Office Support
Contact Name:
Sarah Bickerdike
Contact Phone:
Salary:

- £ £35000 per annum
Date Published:

15-Aug-2023Our client is a global manufacturer of special purpose engineering products.

Due to continued success they are now looking to recruit a permanent Technical Customer Support professional for their Hinckley site working 2pm - 10pm to support their USA client base.

The Technical Customer Support role will have the following key responsibilities:
Customer Service

Promoting aftersales and warranty support to customers
Build customer relationships, promoting core values
Support the existing USA customer service team

Technical Support / Product knowledge

Acting as point of contact for customer enquiries and providing technical support/advice with respect to the company's products and services, liaising with the Account Managers and Engineering team as required
Offering technical support to colleagues, enabling them to efficiently deal with customer enquiries, both pre and after sale

Sales

Identify, qualify and close new sales opportunities, with a focus on new business growth.
Managing a vast existing customer base across the USA, with regular contact, enhancing longterm customer relationships.
Work closely with the global sales team to develop new sales strategies/initiatives.

Sales administration

Ensuring account information is kept up to date in (ERP) software (NetSuite), in conjunction with the appropriate Account Manager.
Creating/processing sales orders in ERP software and creating and sending order acknowledgements and proforma invoices as appropriate.

Managing fulfilment of sales orders

Obtaining appropriate lead times from Operations and informing the customer.
Monitoring all open orders and liaising with Operations to ensure timely delivery.
Managing any delays with the customer.
Working with customers and the Technical Customer Service Manager to prioritise deliveries in the event of a necessary delay.

Ownership of customer feedback process

Ensuring customer feedback, both negative and positive, is recorded in the CRM software and this log is kept up to date.
Escalating customer complaints to the relevant department head as required.

Administration of the warranty process

Acting as the initial point of contact for USA warranty claims.
Following warranty claims through from initiation of the customer/distributor complaint to resolution, including completion of technical testing of the failed unit(s), keeping the customer informed as required.
Ensuring the warranty database is kept up to date.
Lead the USA team to ensure full collaboration and alignment with the company's standards and expectations are met.

Despatch/Shipping Support

Assisting the existing Despatch coordinator in completing the required shipping documentation and organisation of shipments in line with customer expectations.
Absence cover for Despatch coordinator

The ideal Technical Customer Support applicant will have the following knowledge / experience:

Minimum 2 years' experience in a customer service position including sales experience.
Since the person would likely have to go home around halfway through their shift when the UK office closes, it would make sense for the successful individual to be quite local, the second part of their shift would be working from home
Good technical knowledge (mechanical, electrical, and electronic) and ability to deliver technical customer service
Approachability and ability to liaise confidently both interdepartmentally as well as with customers across the globe.
Proactive and able to clearly communicate and demonstrate potential opportunities for improvement.
Computer literate, with good understanding of Microsoft Office (ESP Excel)
Experience with Accounts software (NetSuite desirable but not essential)
Good verbal and written communication skills
Time management and organisational skills will be essential in this role.

Salary range for the Technical Customer Support person is £29,000 - £35,000 per annum

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.