Customer Service Representative - maternity cover

At Morgan Advanced Materials, our rich history and dedication to innovation define who we are. Since our establishment in the UK in 1856, we have expanded globally, now operating across 70 sites in 18 countries. Our goal is to create a more sustainable world and enhance quality of life. We actively pursue this purpose through the development and production of advanced materials. 

Within our business unit, we specialise in innovating cutting-edge carbon, graphite, and carbide products that deliver outstanding performance. We use our expertise to tackle complex challenges across many diverse industries to provide effective solutions for our valued customers. 

Our products are shaping a better future; from enabling electric cars to charge faster and drive longer distances to maximising the operational efficiency of wind turbines. We are proud to help generate power for billions of people, deliver water to drought-stricken regions, improve the efficiency of industrial pumps, and protect lives both on the land and in the air. 

Job Purpose 

• To contribute to bottom lines sales by increasing customer satisfaction
• Patiently listens to customers, providing them with the appropriate information to address their needs
• Create efficiencies in the receiving, processing and delivery of orders to customers
• Sales and operations planning with the operations team
• Maintain thorough and accurate customer servicerecords daily using the CRM, to ensure effective communication between functions
• Investigate and resolve customercomplaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
• Contribute to develop a quote process and general sales process for the Martinsicuro office
• Ensure quotes are provided and followed up with customers and orders are processed with zero error

Essential duties and responsibilities

Include the following: 

• Prepare monthly sales report, keeping an up-to-date (updated at least monthly) sales plan for each assigned Key Account, with short, medium and long-term objectives and actions to achieve target
• Answer customer queries and provide customers with accurate quotes in a timely manner
• Process transactions, enter orders and raise invoices achieving zero errors during entry to the system
• Ensure all sales and inventory are being recorded accurately
• Engage with customers by telephone or e-mail to provide information about products, manage accounts, set up meetings or obtain details of a query / complaint
• Monitor the records of customer interaction, transaction and satisfaction information
• Analyse customer-related information, using it to create customer-oriented actions and solutions
• Manage the end-to-end customer order process, identifying improvements to increase efficiency where possible
• Oversee and support the handling of customer complaints
• Ensure customer needs are always understood and acted upon appropriately
• Study product information to acquire professional knowledge
• Answer colleague questions, collaborating to help customers where necessary
• The above is not intended to be an exhaustive list of all duties and responsibilities require Other duties may be assigned

 Key result areas

• Processing transactions and raising invoices
• Organise the receiving, processing and delivery of orders to customers
• Providing quotes based on a clear understanding of customer needs and processing subsequent orders promptly and accurately
• Solving customer and technical support queries quickly, keeping a record of complaints and escalating to relevant others when needed.

Education & Acquired Knowledge: what does the role holder need to know?

• University education or equivalent, fluency in English
• Knowledge of sales techniques: knowing about different ways of selling, sales models, account management approaches, account planning methods, pricing structures etc.

 Experience: what does the role holder need to be familiar with?

• Working with customers: experience of discovering customer needs and developing customer relationships, evaluating and improving customer satisfaction
• Channel Management: experience of managing distributors and agents, where the relationship to the end customer is indirect

 Technology & Systems: what tools does the role holder use?

• Client Relationship Management (CRM) platform
• Data base user interface and query software
• IT literate and competent in using Microsoft Excel and Word

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1