Customer Service Representative

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

The Thermal Ceramics division designs, manufactures and installs a broad range of thermal insulation products that significantly reduce energy consumption and emissions in a variety of high temperature processing applications. Our product offering is extensive and covers application needs from Industrial to Commercial markets.

Key Figures: Revenue £1,100.7m (2024), ~8,000 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.

POSITION SUMMARY

The Customer Service Representative is responsible for processing orders, modifications and escalation of complaints across several communication channels. This position will provide helpful information, answer customer questions and respond promptly to complaints.  

JOB FUNCTIONS

• Process customer orders in alignment with policies / procedures and service level goals.
• Achieve zero errors during data entry into system.
• Provide customers with accurate and timely quotes as indicate by department KPIs.
• Keep records of customer interactions / transactions ensuring details of inquiries, complaints, comments and actions are fully captured.
• Ensure customer needs are always understood and acted upon at appropriate service levels.
• Respond to customers by telephone or e-mail to provide on-going updates on any open customers request or issues.
• Engage with customers by telephone or e-mail as needed to provide requested information about products and / or the appropriate Morgan contact information for technical / detail support.
• Study product information to acquire professional and working knowledge of Morgan products and services.
• Support colleagues, both inside customer service and throughout the plant.
• Collaborate with all departments to help support customers and other functional business areas when needed.
• Complete all tasks and projects in an accurate and timely manner.
• Perform other duties as assigned. 

EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required. Bachelor’s degree preferred.
• Minimum of two (2) years of customer service experience in an industrial or manufacturing environment required.
• Previous experience working in an ERP systems (JD Edwards preferred)

 KNOWLEDGE AND SKILLS

• Advanced Microsoft Office skills (Word, Excel, PowerPoint)
• Possess superior organizational and presentation skills.
• Strong interpersonal skills and ability to build lasting relationships.
• Can influence and persuade others through a range of techniques.
• Personable, authentic and emotionally aware.
• Demonstrates a proven ability to deliver on programs and projects.
• Uses sound process for weighting options and making decisions.
• Ability to manage multiple priorities and tasks successfully.
• Ability to work cohesively within a team and independently with minimal supervision.
• Innovative, ambitious and demonstrates integrity.

SCHEDULE DESCRIPTION

The typical schedule for this position is Monday through Friday 8 hours per day.

This is not a remote position.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, stand and walk.
• Frequently use hands and fingers to handle or feel objects, tools, and controls.
• The employee is frequently required to talk and hear to communicate with coworkers.
• Occasionally required to stoop, bend and reach with hands and arms.
• The employee must be able to occasionally lift and/or move up to 10 pounds.
• Must be able to access and navigate each department within a manufacturing environment and wear, when required, personal protective equipment such as safety glasses, ear plugs and safety shoes.

 WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position will work primarily in a controlled office environment.

Morgan Advanced Materials is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, religion, gender, sexual orientation, gender identity, age, disability, national origin, veteran status, or any other legally protected status. Ind-1