Responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and also operations teams. 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 maintains records as required.
- Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling).
- Respond professionally and accurately to all other customer queries within agreed timescales.
- Use existing procedures and policies to solve routine or standard problems.
- Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries.
- Manage status report submittals on a recurring basis as required by the customer.
- Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment.
- Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements.
- Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution.
- Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed.
Experience Requirements:
- Strong Customer Service experience with typically 3 years’ experience in a relevant role and/or industry
- Experience in using ERP and CRM Systems
- Degree or Engineering/Technical Qualification (or equivalent)
- Proficiency in data analysis and leveraging analytics for sales strategy development
- Proficient in Microsoft Office with the ability to quickly learn & utilize business software and internal programs
The Successful Candidate:
- Ability to interact with customers on routine basis and must demonstrate a high level of Customer Service.
- Must be thorough, accurate, and organized, with a strong attention to detail.
- Good communication skills, customer focused, strong multitasker and good at executing tasks
- Proactive approach to challenges in order to find solutions to customer issues
#HP #LI-Hybrid
Additional InformationRotork 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.
Skills Required
- Typically three years of customer service experience in a relevant role or industry
- Experience using ERP and CRM systems
- Degree or engineering/technical qualification, or equivalent
- Proficiency in data analysis and using analytics for sales strategy development
- Proficiency in Microsoft Office and ability to learn business software and internal programs
- Strong customer service, communication, organization, multitasking, and problem-solving skills
What We Do
Rotork is a FTSE-250 market-leading global provider of mission critical flow control and instrumentation solutions for oil and gas, water and wastewater, power, chemical process and industrial applications. Rotork has 3,700 employees, based in 39 countries and serving customers in over 170 countries, led from our head office in Bath, UK. No matter where in the world customers are located, Rotork products can be locally sourced and supported by life-of-plant maintenance, repair and upgrade services. Rotork – Keeping the World Flowing for Future Generations.
