Customer Service Representative

TN United Kingdom; Sunbury-on-Thames; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to enhance customer relationships and ensure satisfaction. This role emphasizes proactive communication and problem-solving, making customer satisfaction a competitive advantage. You will manage customer interactions, resolve issues, and collaborate with various departments to deliver exceptional service. If you are passionate about customer service and thrive in a dynamic environment, this opportunity is perfect for you. Join a team that values your contributions and offers a pathway to professional growth.

Qualifications

• Proven experience in customer service roles with a focus on satisfaction.
• Strong communication and interpersonal skills to manage customer relationships.

Responsibilities

• Manage customer relationships and ensure satisfaction through proactive communication.
• Resolve customer complaints and issues in a timely manner.

Skills

Customer Relationship Management

Proactive Communication

Complaint Resolution

Sales Order Management

Interpersonal Skills

Customer Satisfaction Surveys

IT Skills (Microsoft Office)

Tools

Microsoft Office

Microsoft Navision

Job description

Job Title: Customer Service Representative, Sunbury-on-Thames

Client:

AMETEK

Location:

Sunbury-on-Thames, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

0c7ea7add2fb

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Scope of Role:

Own the customer relationship with assigned customers and be the focal point for issues relating to existing business. Drive excellent service to our customers and make customer satisfaction a competitive advantage.

Main Duties/Responsibilities:

1. Manage the customer proactively and ensure that any issues and/or opportunities are managed, or escalated, in a timely manner.
2. Be the driver of a proactive culture of communication with assigned customers, ensuring there is no customer dissatisfaction due to unresponsiveness.
3. Build and maintain strong customer relationships.
4. Build and maintain strong internal relationships with other departments to aid timely resolution of customer issues.
5. Own the successful resolution of all customer issues relating to current business, by proactively working with the relevant functions to ensure timely completion. Escalate in a timely manner any issues if required.
6. Manage all general business review customer visits on site, including issuing an agreed agenda and preparing presentation material. Be aware of all customer visits that are single department specific (e.g., sales visits or quality audits).
7. Liaise between internal Operations and the customer to ensure delivery commitments are met.
8. Provide weekly status reports to assigned customers regarding open order book and open action items.
9. Manage order entry and acknowledgment to the customer, including maintaining a customer demand portal where appropriate.
10. Work with customers to maximize order placement of ‘runners’ to achieve at least budgeted order intake.
11. Assist customers in obtaining original copies of the EUU for export department where appropriate.
12. Manage resolution of customer complaints, including raising complaints internally on behalf of customers to drive resolution and timely responses.
13. Manage a bi-annual Customer Satisfaction Process for assigned customers.
14. Oversee all imports and customs clearance instructions to freight forwarders, HMRC IPR, IPR diversions and returns (C88-6, E2, and C88), deferment authorizations, exports, and shipping.

Professional Knowledge & Experience:

• Proven experience in a similar role driving and delivering excellent customer service and satisfaction.
• Experience in managing and owning customer relationships.
• Proactive approach to dealing with customer issues and opportunities.
• Strong communication skills with customers.
• Experience collaborating with other departments for issue resolution.
• Ability to manage sales orders, returns, and track investigations.
• Experience producing customer status reports and managing complaints.
• Experience conducting customer satisfaction surveys and business review visits.
• Ability to ensure delivery commitments are met.
• Proficiency in sales order processes.
• Excellent command of English and articulate communication skills.
• Intermediate IT skills: Microsoft Office (Word, PowerPoint, Excel).
• Self-planning and coordination abilities.
• Interpersonal skills to interact across cultures and countries.
• Ability to prioritize customer needs.
• Preferred experience with Microsoft Navision and virtual office tools.
• Experience in a customer service office within manufacturing, aerospace, or related industries.