Customer Service Representative

Morgan Advanced Materials; West Midlands Combined Authority; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global materials company seeks a Customer Service Representative to manage customer relationships and provide technical support. The role requires a minimum of 3 years in a customer service environment, familiarity with manufacturing is preferred, and candidates should hold A-Levels along with solid GCSE results. The position is based in the West Midlands, UK.

Qualifications

• Minimum of 3 years experience in a customer service environment.
• Experience in a busy office setting.
• Manufacturing experience preferred.

Responsibilities

• Communicate with allocated customers daily to fix sales conditions.
• Prepare quotes based on customer requirements.
• Manage sales data, orders, and complaints.

Skills

Customer relationship management

Technical support

Communication skills

Education

A-Level or equivalent

GCSE Grade B in Maths

GCSE Grade C in English

Job description

Overview:

At Morgan Advanced Materials, our rich history and dedication to innovation define who we are. Since our establishment in the UK in 1856, we have expanded globally, now operating across 70 sites in 18 countries. Our goal is to create a more sustainable world and enhance quality of life. We actively pursue this purpose through the development and production of advanced materials.

Within our business unit, we specialise in innovating cutting-edge carbon, graphite, and carbide products that deliver outstanding performance. We use our expertise to tackle complex challenges across many diverse industries to provide effective solutions for our valued customers.

Our products are shaping a better future; from enabling electric cars to charge faster and drive longer distances to maximising the operational efficiency of wind turbines. We are proud to help generate power for billions of people, deliver water to drought-stricken regions, improve the efficiency of industrial pumps, and protect lives both on the land and in the air.

Key Figures: Revenue GBP1,100.7m (2024), 8,000 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.

Responsibilities:

Customer relationships:

• Communicate with allocated customers daily, fixing sales conditions in coordination with external sales and sales managers.
• Maintain regular contact via phone and update data in IFS.
• Respond to inquiries regarding delivery, stocks, orders, quotes, and complaints.
• Inform customers about the follow-up of complaints and deliveries.
• Manage stock orders and request additional information for order execution from other departments.
• Welcome and assist customers during plant tours.
• Assist in preparing customer budgets with management and external sales.
• Provide technical support externally (to customers and external sales) and internally (explaining customer requirements).

Quote and orders:

• Prepare quotes based on customer requirements, applying prices and conditions set by management, and file the quotes.
• Follow up on quotes, proactively renegotiating conditions if necessary, and ensure their realization.
• Chase for pricing information and coordinate with the PPP department for non-standard quotes.

Information and communication:

• Manage sales data, orders, and complaints, ensuring accurate filing in the system.
• Distribute relevant information to departments and support external sales with visit preparations, reports, and data updates.
• Participate in organizing and attending sales meetings.

Additional duties:

• Act as backup for customer representatives when needed.
• Welcome customers and ensure their welfare.
• Perform other reasonable tasks as required.
• Adhere to ISO 9001:2000 quality procedures, internal rules, and safety and environmental regulations.

Qualifications / Experience required:

• Minimum of 3 years experience in a customer service environment.
• Experience in a busy office setting.
• Manufacturing experience preferred.
• Educated to A-Level or equivalent.
• Minimum GCSE Grade B in Maths and Grade C in English.

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer.