Customer Service Representative - St Marys

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 £1,100.7m (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.

Job Purpose

• Keep up-to-date records of customer interactions

• Process customer orders accurately with zero errors

• Resolve customer issues within service level agreements’

• Provide accurate and comprehensive technical support in line with support handling procedures

Essential duties and responsibilities Include the following:

• 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

• Provide customers with accurate quotes in a timely manner

• Study product information to acquire professional knowledge

• Process customer orders appropriately, achieving zero errors during entry to the system

• Ensure customer needs are always understood and acted upon appropriately

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Seek out and report on customer satisfaction as measured through customer surveys and feedback

• Answer colleague questions, collaborating to help customers where necessary

• The above is not intended to be an exhaustive list of all duties and responsibilities required. Other duties may be assigned

Key result areas

• 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

Person Specification Education & Acquired Knowledge: What does the role holder need to know?

• Knowledge of Morgan products: features, benefits, and how customers use them to support their own businesses

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

What tools does the role holder use?

• Client Relationship Management platforms

• Data base user interface and query software

Sales Effectiveness Competencies: How will the role-holder behave in their role?

Ensuring Consistency and Accuracy:

• Records information accurately

• Proactively keeps key information up-to-date

• Sees tasks through to completion

• Consistently adheres to quality standards in own work

• Invests effort in getting work right

• Completes work according to policies and procedures Keeping the Relationship Active (existing customers)

• Prioritises customer contact

• Understands customer markets and drivers

• Presents new ideas to customers

• Seeks customer feedback

• Acts upon customer feedback Developing New Opportunities

• Actively contacts potential new customers

• Understands potential customer markets and drivers

• Presents solutions in an engaging way • Provides customers with relevant information

• Offers technical details where appropriate

• Suggests next steps to customers • Supports customer through new product development process

Teamwork:

• Responds positively to requests for help from colleagues

• Collaborates with others for the good of the business

• Prioritizes the welfare of colleagues

• Encourages colleagues to share their views

Customer Service:

• Responds quickly to customer requests

• Keeps promises made to customers

• Explains technical information to customers in an understandable way

• Escalates customer issues appropriately

• Advocates a customer-centric focus within Morgan

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR), Export Administration Regulations (EAR), and Nuclear Regulatory Commission (NRC). All applicants must be U.S. persons as defined by 22CFR120.15.

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