Customer Service Representative - Maternity Cover

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.

Responsibilities

• Contribute to bottom-line sales by increasing customer satisfaction
• Listen patiently to customers, providing appropriate information to address their needs
• Create efficiencies in the receiving, processing, and delivery of orders to customers
• Participate in sales and operations planning with the operations team
• Maintain thorough and accurate records daily using the CRM to ensure effective communication between functions
• Investigate and resolve customer complaints quickly and patiently, including assisting customers who have received late, wrong, or faulty orders
• Develop a quote process and general sales process for the Martinsicuro office
• Ensure quotes are provided and followed up with customers, and orders are processed with zero error

Essential duties and responsibilities

• Prepare monthly sales reports and maintain an up-to-date sales plan for each Key Account with objectives and actions to achieve targets
• Answer customer queries and provide accurate quotes promptly
• Process transactions, enter orders, and raise invoices with zero errors
• Ensure accurate recording of sales and inventory
• Monitor customer interaction, transaction, and satisfaction records
• Analyze customer information to create customer-oriented actions and solutions
• Manage the end-to-end customer order process, identifying improvements for efficiency
• Oversee and support handling of customer complaints
• Ensure customer needs are understood and acted upon appropriately
• Study product information to acquire professional knowledge
• Collaborate with colleagues to assist customers where necessary

Qualifications

• University education or equivalent, fluency in English
• Knowledge of sales techniques, models, account management, and pricing structures
• Experience in discovering customer needs and developing relationships
• Experience managing distributors and agents
• Proficiency with CRM platforms, database query software, and Microsoft Office

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