Customer Support Specialist

Our client are seeking to recruit a Customer Support Specialist to join their team. They are an established business where employees tend not to leave other than retiring. They are a friendly workplace and make everyone feel welcome. They are based on Birmingham Business Park so own transport required.

Duties include:

• Building great relationships and trust with customers to deliver excellent service through the proactive and timely resolution of all customer queries relating to or arising from the selling of products. Follow up and communicate to the customer on all issues in a timely manner.
• Acting as first point of support for customers and ownership of enquiry resolution
• Liaising closely with the Business Development roles as required to maximise sales through a collaborative approach
• Taking ownership of and work closely with other functions to ensure the delivery of an integrated customer experience across departments – credit control (eg.credit limits, credit notes, payments, bad debt, payment plans), SOS, Supply and Logistics, Spares and Warranty, Design team, Marketing
• Qualifying, producing and proactively following up daily sales and small VRV quotes in order to increase conversion to orders.
• Respond to queries related to publish product information in order to provide support to customers or Business Development Manager (Dealer).

• Activating and promoting usage and capability of customers onto electronic platforms (SPB, Proshop)
• Management of data in CRM relating to accounts, contacts and other customer data to support accurate reporting

Ideal candidate will:

• Ability to develop and maintain good relationships internally/externally and at all levels
• Excellent written and verbal communication skills.
• Highly organised & able to prioritise
• Ability to work under pressure and maintain accuracy
• Driven to work independently and as part of a team
• A passion for customer service
• Good level of computer literacy.
• Working knowledge of SAP/CRM

Business systems relevant:

• SAP PR2 for Order details / Credit Control & Dispute creation
• CRM
• Use of Ticketing System CEC
• Pro Shop/ E-tool
• Customer Portal
• Spare Parts Bank
• Product / System Selection Tools i.e. VRV xpress etc.
• Excel, Word and PowerPoint, Outlook
• MS Teams and meeting platforms

Hours of work: Monday- Friday 9-5:30

Is this role suitable for a graduate?  No

Do they need a driving licence?   No

Benefits: 

• 25 days holiday plus bank holiday
• Company pension scheme
• Free tea/coffee

Due to the unprecedented volume of response we are currently receiving, regrettably we are no longer able to respond to every application individually. If you have not heard back from us within 48 hours, please assume your application for this role has been unsuccessful. We do read each CV carefully and if the situation changes or another potentially suitable role becomes active, we will be back in contact.