Customer Service Representative in Manchester

IMI plc

We are a global specialist engineering company that creates breakthrough solutions.

We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow.

We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications.

We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

This role will be apart of the Automation Platform, focusing on the Industrial Automation sector for Norgren.

Role Overview

• The role will be in the Northern Europe Sales Cluster supporting the EMEA function of Industrial Automation.
• Servicing key customers and maintaining strong communication.
• This position requires someone with a passion for customer service.
• You will be responsible for maintaining excellent communication with customers, order book management and working well within a team.
• The role includes up and cross selling of products to customers to help achieve sales targets and providing a pro-active service to the customers.
• This is a great opportunity for some to join an experienced customer service team who have a passion for customer service and pride themselves with being solution focused.

Key Responsibilities

• Managing incoming calls.
• Manage outstanding order book, expedite and chase overdue orders. Update customer and maintain ownership of the order.
• Action and/or distribute incoming emails received amongst the team.
• Review daily the on-hold credit report, action overdue invoices, involve internal sales engineer with chasing the customer.
• Process orders received, ensuring accurate customer information is detailed in CRM.
• Generate quotes, ensuring the sales engineer is copied in to follow up the quote.
• Ensure CRM contact information is accurate and current.
• Upsell and cross sell. Include the responsibilities, duties and accountabilities of the role.
• Work effectively on Microsoft Office Functions (Excel, Word, Powerpoint)

Critical Competencies for Success

• Passionate and experienced in customer service with the ability to build relationships with and gain respect of customers and other internal Norgren functions
• Strong administrative skills set specifically in self organisation, data handling related to orders entries, logistics follow up, etc.
• Ability to prioritise workload.
• Good communication and negotiation skills
• Good understanding of MS Office software.
• Experience in dealing with ERP systems (ideally Salesforce), CRM, and modern communication media
• Being assertive and results driven.

IMI is an inclusive employer ; diversity is very important to us, and we want to receive applications from people from all backgrounds