Customer Service Representative

Columbus McKinnon EMEA; Coleshill CP; On-site; GBP 22,000 - 26,000; Full time

Job summary

Columbus McKinnon is seeking a motivated Customer Service Administrator to be based at the Coleshill, Birmingham site on a full-time permanent basis, ~38.75 hours per week. You will support the sales team by handling enquiries, processing orders, and coordinating with global teams to ensure on-time shipments.

You will be the first point of contact, using Salesforce and SAP, with strong English, analytical skills, and a proactive approach to delivering a positive customer experience.

Qualifications

• 5 GCSEs including Maths and English
• Experience in customer service roles
• Salesforce and SAP experience advantageous
• Strong numeric and analytical abilities
• Excellent written and spoken English

Responsibilities

• Review enquiries in Salesforce CRM and categorise on receipt to route to correct staff.
• First point of contact on telephone system.
• Process customer enquiries and correspondence via Salesforce, email, Teams and phone.
• Provide PODs, missing certificates and order updates.
• Check stock availability and lead times in SAP.
• Make quotations in SAP and enter orders.
• Follow up on open orders to ensure on-time shipment.
• Collaborate with sales, purchasing, warehousing, distribution, and planning in the UK and globally.
• Handle complaints professionally and document in internal systems.
• Share best practices with colleagues.
• Adhere to health, safety and compliance requirements.
• Carry out any other duties as necessary.

Skills

Customer service

Analytical skills

Attention to detail

Planning & prioritisation

MS Office

Salesforce CRM

SAP

English proficiency

Education

GCSEs including Maths & English

Tools

Salesforce

SAP

MS Office

Job description

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Position to be based at Coleshill, Birmingham site on a full-time permanent basis circa 38.75 hours per week, Monday to Friday.

Purpose of the position is to assist the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one.

Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system.

Essential Duties and Responsibilities

• Using Salesforce CRM to review all enquires and categorise them on receipt to ensure they reach correct staff and are prioritised effectively.
• First point of contact on telephone system
• Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone.
• Providing PODs, missing certificates and providing updates on orders.
• Checking stock availability and lead times on SAP
• Make quotations in SAP
• Order entry in SAP
• Follow up open orders, stock and MTO to ensure on time shipment
• Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally
• Handle any type of complaint in a proficient way and recording in internal systems
• Invoice queries and credit request creation
• Support colleagues by sharing best practice
• Adheres to all local legal, health and safety and compliance requirements, policies and procedures
• To carry out any other duties as necessary when requested.

Knowledge, Skills, Competencies, and Abilities

• Previous experience in a customer service role
• Experience in the lifting industry is advantageous
• Strong numeric, analytical skills
• Attention to detail and ability to multi-task
• Good planning, time management and prioritisation of tasks
• Good business and commercial awareness
• MS Office and CRM experience, Salesforce is in use
• SAP proficiency a distinct advantage
• Strong written and spoken English language
• Willingness to continue to train, to learn, to grow

Required Qualifications

5 GCSE’s including Maths and English

Columbus McKinnon is a leading worldwide designer, manufacturer and marketer of intelligent motion solutions that move the world forward and improve lives by efficiently and ergonomically moving, lifting, positioning and securing materials. Key products include hoists, crane components, precision conveyor systems, rigging tools, light rail workstations and digital power and motion control systems. We are focused on commercial and industrial applications that require the safety and quality provided by our superior design and engineering know-how. Columbus McKinnon is a publicly traded company that has been in business for almost 150 years – proud of our heritage, where we come from, and where we’re going. As Columbus McKinnon grows globally, so does our need for driven and inspired employees. Join our winning team!

Columbus McKinnon Corporation promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes. We also value the safety of all associates and work hard to maintain a Drug Free Workplace.

@ 2024 Columbus McKinnon Corporation. All Rights Reserved.