Customer Service Representative

Role Overview

The Customer Service Representative serves as the primary point of contact for customers, partners, and the external sales team within a company specialising in electronic components and related products. The role is responsible for delivering exceptional customer support, managing enquiries, preparing quotations, processing orders, and ensuring a seamless customer experience across multiple communication channels. A strong understanding of customer requirements and the ability to work within a fast-paced technical and manufacturing environment are essential.

Key Responsibilities

Process customer orders accurately and efficiently via phone and email with minimal supervision.
Prepare and manage quotations for electronic components, spare parts, and service requirements, including order receipt, processing, and tracking.
Provide proactive support to customers, partners, and internal departments, demonstrating a strong sense of ownership, accountability, and urgency.
Understand customer requirements and communicate product and service solutions clearly and effectively.
Build and maintain strong professional relationships with customers through excellent service, technical awareness, and product knowledge.
Resolve routine customer issues and escalations independently, aiming for first-contact resolution whenever possible.
Provide customers with timely updates on quotation and order status.
Answer incoming calls and direct enquiries to the appropriate department or individual when required.
Maintain accurate customer records, pricing information, and order data within company systems.
Support the sales and operations teams to ensure the timely fulfilment of customer requirements.
Contribute to continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Skills and Experience

Essential Requirements

Positive, proactive, and flexible approach to work with a strong "can-do" attitude.
Previous experience in a customer service, customer support, internal sales, or sales administration role.
Experience working within a manufacturing, engineering, electronics, or technical product environment.
Strong customer-facing skills with the ability to build rapport and maintain professional relationships.
Excellent communication, interpersonal, and organisational skills.
Proficiency in Microsoft Office applications.
Experience using Sage 200 or a similar ERP/business management system.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
An interest in or understanding of electronic components and technical products would be advantageous.

Tandem Recruitment Group

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