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Customer Service Partner

Apply Job ID REF8370M Date posted 10/21/2022 Address 1 Wheatstone Place, Glenrothes, Scotland Job Type Contract

ITW Construction Products UK/Nordics is a division of ITW, innovating, designing and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with five high quality brands at the front of technology and enterprise. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters and share ideas so that every individual can have an impact on the business. In return we are rewarded, supported in our development and given the opportunities to grow within a large multinational organisation.


ITW Construction Products are recruiting for a Customer Service Partner to join the team on a 6 month fixed term basis at their Glenrothes facility (KY2 6SW).  

This role is within a small team with the objective to deliver the highest standard of service and support to a wide customer base.  A significant percentage of the working day just now is taking calls, processing orders, resolving problems and complaint resolution.  The pace of work is brisk and there is a need for high levels of accuracy with the processing of all customer information.

Viewed as trusted advisors, the Customer Service Success Partner takes a professional proactive style to customer liaison across many aspects, including but not exhaustive of, on line order portal assistance, customer order management, product technical support, enquiry responses, problem solving using CRM case management, contributing to the growth of individual accounts

Primary responsibilities:

  • To process orders, provide product and pricing information and problem solve in line with department guidelines
  • To provide a consistent high standard of service to customers which includes one to one contact with identified dedicated customer accounts
  • Operate daily within the Best Practice Standard of the Department
  • Take ownership and responsibility for all your transactions to completion level
  • To bring to your line managers attention any incidents where our customers have mentioned any dissatisfaction with our service offerings or products
  • Apply escalation process immediately where your authority levels are exceeded or where instances of uncertainty arise
  • For ensuring the health and safety of yourself and others in your work environment
  • Strong account knowledge that demonstrates an understanding of the customers business, allowing a personalised service approach to be applied through a collaborating network “Customer/Field Sales/Customer Success Partner”
  • Demonstrate a high level of product knowledge with the ability to upsell and where required, provide alternative solutions to our customers (combine orders, suggest bigger quantities to reduce number of orders and simplify).

Qualifications:

  • Experience of working in a fast paced, customer centric role.
  • Ability to multi-task
  • Good planning and organisation
  • Ability to work as part of a team with clear understanding that you take ownership and responsibility for your own work
  • Ability to get to the problem, analyse and where possible resolve in one call
  • Strong Communication skills
  • Competent knowledge and experience of Microsoft Packages (Excel, Word etc.)  CRM
  • Attention to detail and analytical in approach.
  • Good business sense and professional manner
  • Self -Motivated and can work independently
  • Genuine motivation to achieve customer satisfaction
  • Time management.
  • Negotiation skills.
  • Solution orientated

Working 37.5 hours per week, Monday to Friday.  Hybrid working.

All your information will be kept confidential according to EEO guidelines.

Apply

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