Customer Service Representative New

Nutreco; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the animal nutrition sector is seeking a Sales Support professional to enhance customer communication and manage orders. This role involves direct interaction with customers, ensuring timely responses to inquiries, and maintaining accurate records. The ideal candidate will have vocational education and experience in sales or customer support, contributing to continuous improvement initiatives.

Qualifications

• 2-4 years of experience in sales or customer support.
• Handles customer requests and maintains records.

Responsibilities

• Supports customer communication and product inquiries.
• Manages orders and ensures timely delivery.
• Logs and resolves customer problems.

Skills

Customer Communication

Order Processing

Problem Solving

Education

Vocational Education

Job description

Job Description

· Sales and Sales Support

o Supports and initiates follow-up actions by contacting customers (first and second line) and informing them about products to contribute to effective customer communication.

o Answers questions about product assortment, applications, production based on standard products, quoting prices and delivery times.

o (Re)negotiates contracts with customers for renewals regarding price, specifications, and delivery within defined parameters and standards set by Sales, to maintain customer relationships meeting volume, quality, and price requirements.

· Order processing and data management

o Handles incoming orders to ensure timely and proper delivery. This includes monitoring, replenishing, and entering order data into automated systems, tracking orders, identifying potential problems, and ensuring timely and accurate communication with relevant departments.

o Updates product data in relevant systems, including price indexations, adjustments, and the introduction of new products, possibly adding to customer assortment.

· Customer relationship management

o Manages customer records and handles all requests and orders in line with company policies to ensure effective and timely customer interactions.

o Maintains and updates customer information, contracts, requests, complaints, and signals to ensure accurate and complete records for processing.

· Customer satisfaction

o Logs and resolves customer problems/requests within prescribed times, actively solving issues and complaints to maintain confidence.

o Supports customers with standard problems, questions, and complaints, recording issues accurately, determining causes, and escalating complex cases.

o Monitors progress of escalated issues and keeps customers informed.

· Continuous improvement

o Identifies bottlenecks in processes, procedures, or systems and contributes to departmental improvements.

· Communication / coordination

o Communicates with clients about solutions, options, and informs managers of complex issues. Prepares reports and may supervise team activities to ensure efficient work distribution.

Knowledge, Qualifications & Experience:

· Vocational education, 2–4 years’ experience

Complexity:

Primarily handles generic requests, straightforward complaints, and signals with semi-routine activities and standard practices.

Optimization:

Level I equivalent.

Autonomy:

Performs tasks based on instructions and routines, with priorities set mainly by incoming requests.