Location: Cardiff (office based) Overall Objective: Achieving an excellent customer experience and service levels, the creation and maintenance of new and existing customer accounts, a point of contact for business as usual customer activities. Provision of sales support for establishing and executing customer requirements and changes. Key Performance Indicators / Dimension of Function: Customer satisfaction and retention to agreed target. Complaints expedited to target levels and closure rates. Customer deliveries to promise and manufacturing lead time. Level 1 customer support and issue resolution to agreed targets. Order entry rates to agreed target. Role Purpose: · Order acceptance, generation and acknowledgments Coordination of quotation requests & acknowledgments (working with level 2 team) Requirements capture and execution Contract review process Order execution process aligned with manufacturing SLA?s and agreed lead times Establish and maintain new customer accounts (master data) and agreements within the ERP system Maintain applicable customer portals and information systems (letters of conformity, special information requirements) Establish customer satisfaction rates and information (feedback) Provide information, guidance and support for product information and technical service requests Capture and communication of customer change requests (products and services) Support for company website and promotional activities Maintaining professional and technical knowledge of applicable portfolios and services Key Performance Indicators: Excellent communication skills (both verbal and written) Ability to work efficiently to deadlines. Provide our customers with a superior service in every respect, from making first contact and understanding their needs to providing quotations and information quickly. Good level of maths skills - e.g. percentages / margins Good telephone manner Good attention to detail Core Actions / Area of Responsibility: · Order acceptance, processing and acknowledging. · Requirements capture and execution. · Contract review process · Order execution process aligned with manufacturing and agreed lead times. · Establish and maintain new/existing customer accounts and agreements within the ERP system. · Maintain applicable customer portals and information systems. · Capture and communication of customer change requests (products, services, and drawings). · Maintaining professional and technical knowledge of applicable portfolios and services.
