Customer Service Agent

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. 

Key Figures: Revenue £1,114.7m (2023), ~8,500 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

Job Responsibilities

• Manage client relationships supporting large customers to maintain business
• Serve as primary liaison between customer and facility personnel
• Conduct customer administrative functions
• Resolve customer issues within service level agreements
• Generate new business and build on existing relationships to increase sales

Essential duties and responsibilities

Include the following:

• Generate and submit quotations
• Focus selling strategy on value-add businesses with high profitability
• Understand the key features, applications and benefits of products
• Share sales-related or market information with the sales team and update relevant forecast as appropriate
• Analyse customer information regularly to maintain a strong understanding of the market, ensuring sales strategy is aligned accordingly
• Build relationships with existing customers, identifying opportunities to grow sales with them
• Conduct customer administrative functions such as; quote follow-up, order entry, order acknowledgment, etc.
• The above is not intended to be an exhaustive list of all duties and responsibilities required. Other duties may be assigned.

Key result areas

• Monitor market conditions and trends
• Sharing sales-related or market information with colleagues
• Identify and contact potential customers to promote and sell products

Education & Acquired Knowledge: 

• Knowledge of sales techniques: knowing about different ways of selling, sales models, account management approaches, account planning methods, pricing structures etc.
• Knowledge of Morgan products: features, benefits, and how customers use them to support their own businesses

Experience:

• 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
• Forming a sales approach: experience of forming a go-to-market strategy for a defined audience

Technology & Systems: 

• Client Relationship Management platforms
• Enterprise resource planning ERP software
• Business intelligence and data analysis software

Individual must be a:

• Citizen of the United States, or
• Permanent resident alien of the United States, or
• Protected individual as defined by 8 U.S.C. 1324b(a)(3) as defined by 22CFR120.15

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