Customer Service

BEWI Group; North East; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the manufacturing sector is seeking a customer-focused individual for a hybrid role involving order input and customer service. The role requires excellent communication skills and the ability to build strong relationships with customers. You will be responsible for processing orders, managing customer queries, and upselling products. The position offers flexible working hours, life assurance, and a company pension plan, making it an attractive opportunity for motivated candidates.

Benefits

Life Assurance

Flexible Working Hours

Discount Schemes

Company Pension Plan

Long Service Awards

Increased Pension Contributions

25 Days Holiday Plus 8 Bank Holidays

Office Amenities

Qualifications

• Experience in upselling and account management is beneficial.
• Right to work in the UK.
• Experience in manufacturing or construction is beneficial.

Responsibilities

• Input orders into ERP system and liaise with customers.
• Upsell additional products within the group portfolio.
• Maintain high organisation and attention to detail.

Skills

Customer Relationship Skills

Communication

Attention to Detail

Self-Motivated

Tools

Microsoft Outlook

Excel

ERP Systems

Job description

About The Role

This role is an all-encompassing position that requires high levels of customer interaction. The main purpose is to build solid relationships with our customer base, proactively upsell additional products, support sales within the team and wider company, process orders, organise and arrange deliveries, offer thought-provoking solutions to queries, and maintain high levels of customer satisfaction. The job is hybrid, based 50% remote and 50% in Ford, West Sussex.

What Will You Do

Essential Duties & Responsibilities

1. This is an order input and customer service role in a busy, fast-paced manufacturing environment dealing with a large portfolio of products including roofing, civils, and insulation.
2. Work closely with all departments to ensure smooth delivery and service of all products, including those from other BEWI countries.
3. Provide holiday cover for team members as required.
4. Input orders into our ERP system and liaise with customers and internal teams.
5. Perform internal sales functions such as lead generation and follow-up on quotations.
6. Ensure the highest level of customer service at all times.
7. Upsell additional products within the group portfolio.
8. Maximise transport efficiency.
9. Inform customers of lead times, update them on issues or delays, and organise delivery schedules.
10. Maintain high organisation and attention to detail.
11. Handle complaints with urgency and care.
12. Gather and report customer feedback regularly, follow up on deliveries, and understand customer needs.

Key Skills

1. Enjoy liaising with customers and managing challenging situations effectively.
2. Meticulous attention to detail, especially in order input.
3. Excellent verbal and written communication skills.
4. Ability to build strong, positive relationships with internal teams and managers.
5. Experience with Microsoft Outlook, Excel, and ERP systems, especially AX, is advantageous.
6. Self-motivated, capable of managing a busy hybrid role with external and internal liaison.
7. Experience in manufacturing or construction is beneficial but not essential.

Your Profile

1. Right to work in the UK.
2. Positive attitude, professional, upbeat, and determined to drive improvement.
3. Experience in upselling and account management is beneficial.
4. Strong customer relationship skills, able to build and maintain rapport long-term.
5. Flexible, adaptable to changing tasks, with good planning and time management skills.
6. Decisive and calm under pressure.

What Can You Expect?

1. Life assurance, flexible working hours, and discount schemes.
2. Company pension plan.
3. Long service awards and increased pension contributions.
4. 25 days holiday plus 8 bank holidays.
5. Office amenities including coffee, tea, fruit, and free parking.