Customer Service Representative

Morgan Advanced Materials; Redditch; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading materials company in Redditch seeks an experienced Customer Service Representative. You will manage daily communications with customers, handle quotes, and ensure technical support. The ideal candidate has at least 3 years in a customer service role, preferably in manufacturing, and is educated to A-Level or equivalent. Join us in our mission to create sustainable solutions that enhance quality of life.

Qualifications

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

Responsibilities

• Communicate with allocated customers on a daily basis.
• Manage customer quotes and ensure realization.
• Provide external and internal technical support.

Skills

Customer service skills

Communication skills

Organizational skills

Education

A-Level or equivalent

Minimum GCSE Grade B in Maths

Minimum 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 £1,100.7m (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

To communicate with allocated customers on a daily basis :

• To fix the sales conditions with the customers in relationship with external sales and sales manager
• To contact customers : to have a regular phone contact with the allocated customers and update the data in IFS
• To answer to phone calls, mails, of the customers concerning delivery, stocks, current orders, quotes and complaints
• To inform the customer about the follow up of his complaint, his deliveries
• To manage stock orders
• To ask for additional information for the execution of the order upon request of the other departments
• To welcome and to take care of customers during plant tour
• To assist in the preparation of customer budgets in coordination with management and external sales
• To ensure technical support-external (to customers, to external sales), internal (explanation of customers’ requirements)

Quote and orders

To manage the quote :

• To prepare the quote upon customer’s requirements applying prices and conditions defined by the management : to issue prices, communicate with the customer and to file the quote
• To follow up the quote and be responsible of its realization. To be proactive i.e. renegotiate the conditions if necessary and assure the good realization of the quote.
• Chasing the quote for getting prices information
• Communicate with PPP department for non standard quotes

Information and communication

• To handle the data base and all sales information and to file also orders and complaints
• To dispatch any accurate information to the different department and to file it in IFS
• To communicate with external sales :
• To prepare the information required for the visits based on visit planner, to file visitreports and update data in the system.
• To give external sales all support in term of information, follow up.
• To participate to the organization of sales meetings and to attend them

Additional duties

• To be the backup of any customer representative when necessary
• To welcome customers and be in charge of their welfare
• To carry out any other reasonable tasks required
• To respect the quality management procedure ISO 9001 version 2000 and the internal rules
• To respect the environment and safety rules

Qualifications

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

Morgan Advanced Materials is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, religion, gender, sexual orientation, gender identity, age, disability, national origin, veteran status, or any other legally protected status.