Customer Service Administrator (Fixed Term Contract)

Rotork; Town of Texas (WI); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Rotork is seeking a customer-focused order and RFQ advocate to ensure timely data entry, accurate routing, and swift resolution of issues. You will collaborate with Sales, Finance and management to secure approvals and maintain high service levels across departments.

You will handle inquiries, manage multiple inboxes, and use systems like SharePoint, AX and CE to process changes and entries, while upholding Rotork's values and customer-first approach.

Qualifications

• 1-2 years' experience in relevant/similar industry.
• Strong customer service experience.
• Role model for Rotork DNA behaviors in all aspects.
• Strong leadership qualities and customer focused attitude.
• Good communication and interpersonal skills with a strong customer focus.
• Able to multitask and effectively manage differing priorities as they emerge.

Responsibilities

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times.
• Ensure the integrity of any data input and maintain records as required.
• Oversee daily organization, qualification and assignment of all customer inboxes to ensure all requests and order submittals are actioned and/or assigned within the same day of receipt
• Follow process for communicating delays or holds related to orders and/or quotes and expedite resolution of these issues
• Respond professionally and accurately to all other customer queries within agreed timescales.
• Use existing procedures to solve routine or standard problems.
• Manage customer orders and RFQs within the required systems such as SharePoint, MTMS, AX and CE, including processing changes and addressing any customer enquiries.
• Liaise and collaborate with both customers and internal departments regarding order entry, credit, Major Contract Approvals, and/or preliminary data required to proceed with quotation request.
• Uses prescribed guidance or policies to analyse and resolve problems
• Provide open communication and feedback to customers, Sales and internal departments capturing all feedback to drive continuous service improvements based on insights

Skills

Customer service

Communication

Multitasking

Leadership

Tools

SharePoint

AX

CE

D365

Excel

Outlook

Job description

Purpose of the Job:

This position is responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders or RFQs are received, documented and assigned to the Contracts or Inside Sales teams in a timely and accurate manner. This role works closely with the customer, Sales, Finance, and Rotork management to secure the required information and approvals needed to action the order or RFQ. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Key Responsibilities and Outcomes:

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times.
• Ensure the integrity of any data input and maintain records as required.
• Oversee daily organization, qualification and assignment of all customer inboxes to ensure all requests and order submittals are actioned and/or assigned within the same day of receipt
• Follow process for communicating delays or holds related to orders and/or quotes and expedite resolution of these issues
• Respond professionally and accurately to all other customer queries within agreed timescales.
• Use existing procedures to solve routine or standard problems.
• Manage customer orders and RFQs within the required systems such as SharePoint, MTMS, AX and CE, including processing changes and addressing any customer enquiries.
• Liaise and collaborate with both customers and internal departments regarding order entry, credit, Major Contract Approvals, and/or preliminary data required to proceed with quotation request.
• Uses prescribed guidance or policies to analyse and resolve problems
• Provide open communication and feedback to customers, Sales and internal departments capturing all feedback to drive continuous service improvements based on insights

Essential

• 1-2 years'' experience in relevant/similar industry
• Strong Customer Service experience
• Role model for Rotork DNA behaviors in all aspects
• Strong leadership qualities and customer focused attitude
• Good communication and interpersonal skills with a strong customer focus.
• Able to multitask and effectively manage differing priorities as they emerge.

Desirable

• Experience of flow control industry or similar
• Experience in using Enterprise Resource Planning (ERP) Systems
• Technically proficient in IT programs such as AX, CE, D365, SharePoint, Microsoft (basic knowledge of Outlook, Word, Excel)

#Li-hybrid #HP

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.