Customer Service Representative

Morgan Advanced Materials is a world leader in advanced materials science and engineering of ceramics, carbon and composites. We operate in a series of well-defined markets where our applications expertise offers our customers a valuable differentiator, engineering high-specification materials, components and sub-assembly parts that solve their challenging technical problems.

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.

Group Key Figures: Revenue £950m (2021), ~7,500 employees, manufacturing in 30+ countries, and customers in 100+ countries. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

The Customer Service Representative is responsible for processing quotes, sales orders, modifications, and communicating client concerns across many internal and external communication channels. Provides world-class customer support!

• Process customer orders in alignment with policies/procedures and service level goals, achieving zero errors during data entry into the system
• Process shipment paperwork and ensure accuracy in orders
• Provide customers with accurate and timely quotes in alignment with policies/procedures and service level goals
• Keep records of customer interactions or transactions, recording details of inquiries, concerns or comments, as well as resolution
• Ensure customer needs are always clearly understood and acted upon at appropriate service levels
• Respond to customers by telephone or e-mail to provide on-going updates on any open customer requests 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
• Engage with customers by telephone or e-mail as needed to obtain or respond to details of an inquiry / complaint
• Study product information to acquire professional and working knowledge of Morgan products and services
• Support colleagues, both inside customer service and in other departments, collaborating to help support customers and other functional business areas when needed

• High School Diploma
• Bilingual French and English
• Experience within customer service or experience an industrial or manufacturing environment 
• Possess superior organization, communications, presentation skills, critical thinking, EQ, and the ability to communicate
• Experience operating in ERP systems 
• Advanced MS Office, Word, Excel, PowerPoint 

Preferred Qualifications: 

• Bachelor's Degree
• Experience in processing sales orders, exportsales orders, shipping compliance and documentation 
• Experience in processing 3rd party sales orders, export orders, export compliance and documentation 

Physical Requirements: Must be capable of sitting and using a computer for a considerable portion of an 8-hours workday. Must be capable of walking throughout the facility and property to check on employees and equipment. Must be able to physically wear personal protective equipment such as, but limited to, hard hat, safety glasses, respirator and steel toe boots.

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