Senior Customer Service Executive

FLIR Systems, Inc.; Chelmsford; On-site; GBP 45,000 - 65,000; Full time

Job summary

Teledyne e2v UK is seeking a Senior Customer Services Manager to lead a busy team, ensuring orders are processed quickly and accurately while maintaining exceptional customer satisfaction.

You will partner with Sales, Operations and Finance to drive service excellence and process improvements, building strong relationships with external customers to secure loyalty and repeat business.

Qualifications

• Experience in a Customer Service or Order management role within a manufacturing organisation in a complex and international context.
• Continuous improvement and process-oriented mindset.
• Drive to ensure excellent Customer service and quality of Customer experience.

Responsibilities

• Lead and develop the Customer Services team to ensure first-class service and timely order processing.
• Collaborate with Sales to ensure orders are booked promptly and accurately.
• Build strong relationships with external customers to encourage repeat business and loyalty.
• Work cross-functionally with Operations, Supply Chain, Credit Control, Trade Compliance and Logistics to remove blockers and improve the customer experience.

Skills

Customer service

Order management

Continuous improvement

Communication and negotiation

Prioritisation under pressure

ERP/CRM systems

MS Excel

Analytical mindset

Autonomy & teamwork

Tools

SAP

Job description

Be visionary Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research. We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description Position Summary:

The senior role will cover when required and work closely with the Customer Services Manager within all areas of the business to ensure that the team delivers a first class Customer service, Customer satisfaction and to manage Customer orders quickly and efficiently. The senior role will ensure that the team works closely with the Sales team to ensure all Customer orders are booked promptly. The senior role will ensure that the team assists the Sales team to manage and develop high value Teledyne e2v accounts and drive process improvements. Build and maintain strong relationships with Teledyne e2v’s external Customers that they support by ensuring all enquiries are dealt with in a timely manner to encourage new business, loyalty and repeat business to meet the Business Unit forecasts. Use excellent communication skills and the ability to interact with people of all levels, to build and maintain strong working relationships with Operations, Supply Chain, Credit Control, Trade Compliance and Logistics on a daily basis. Working cross functionally with all our internal Customers & suppliers to remove blocks that negatively affect the Customer experience (represent the voice of the Customer within Teledyne e2v). Recommend enhancements & simplifications to Customer Services procedures. Assist with ad hoc Customer Services projects or perform other tasks as required by the Customer Services Manager.

Skills & Experience Essential Qualifications:

• Experience of operating in a Customer Service or Order management role within a manufacturing organisation in a complex and international context.
• Continuous improvement and process-oriented mind set.
• Drive to ensure excellent Customer service and quality of Customer experience.
• Strong persuasive communication, influencing and negotiation skills both verbally and in written form.
• Used to working to tight deadlines and able to prioritise workload under pressure.
• Advanced understanding and experience of working with ERP and CRM systems (SAP or equivalent) from Customer Service perspective.
• Extensive knowledge of MS Excel and good working knowledge of other MS office products (Outlook, PowerPoint and Word).
• Highly analytical with an eye for detail.
• Highly motivated, flexible and able to work with high levels of autonomy.
• Team player with an ability to work independently.

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

You may not realize it, but Teledyne enables many of the products and services you use every day. Teledyne provides enabling technologies to sense, transmit and analyze information for industrial growth markets, including aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, energy, medical imaging and pharmaceutical research.