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Customer Service Representative - Crowborough, East Sussex, UK

Location
Europe
Job Function
Administrative Support
Date Posted
6 March 2019

Job reference: UK050
Job position- Customer Service Representative – French Speaking
Job location- UKTC, Crowborough, East Sussex, UK


Company Profile
Servomex, the world leader in gas analysis is currently recruiting for a French Speaking Customer Service Representative for their East Sussex Head Office.
Servomex is the leading provider of reliable, accurate and stable gas measurement solutions to industries across the globe.
An acknowledged innovator in gas analysis technologies for more than 60 years, the company's continual leading edge in R&D and manufacturing ensure the delivery of high-performance, cost-effective solutions through a portfolio of dependable products ranging from portable gas analysers to complex process solutions. The company operates at the forefront of the industry and works with leading multi-national companies spanning the hydrocarbon processing, industrial gas, power, semiconductor and healthcare markets. As a truly global organisation, product innovation, excellent levels of customer service and talented people are fundamental to our future success.

Job description
The Customer Service Representative (CSR) will provide customer service support within the region. They will provide timely responses to sales, channel partners and end-users, exceeding customer expectations and differentiating Servomex in the marketplace.
The CSR will support the organization through the creation of quotations, order entry, coordination of national and international shipments; Furthermore, the CSR is expected to serve as a commercial “expert” ensuring Servomex policies are preserved throughout the sales and transaction process.
They will serve as the interface between field sales, customers, distributors and production to maximize customer satisfaction and position the organization for successful order fulfilment.
Key Responsibilities will include:
Handle customer and channel partner telephone calls and emails, in a timely manner, providing excellent customer service and adhering to departmental operating procedures and recommending improvements where applicable.
Provide commercially compliant quotations to meet our customer’s requirements, advising on products, preparing price and delivery within approved guidelines, through collaboration with Sales and supporting departments.
Serve as the commercial leader, specifically in the areas of payment terms, incoterms, terms & conditions of the sale and together with department manager, ensure transactions minimize risk according to Servomex policy.
Prioritize quotation efforts together with field sales, through established communications methods. Maximize conversion rate and ensure the territory is supported and customer needs addressed.
Process customer purchase orders, entering them into our SAP system after commercial review is completed. Provide customers with order confirmations and proforma invoices.
Verify and document taxable customers according to departmental operating procedures.
Update Salesforce.com (SFDC) to confirm SAP and SFDC are in sync and ensure the proper approvals have been requested, according to Servomex policy.
Proactively inform customers about production delays through established methods.
Provide commercial invoices and packing lists for customer approval of shipments and coordinate to ensure shipments are realized in a timely manner.
Administer the credit evaluation process, together with Finance, for new customers.
When necessary, create channel partner commission breakdown sheets for distributor-based channel partners.
Assist with collections of past due invoices, together with Finance and Sales, when required due to non-payment.
Serve as a qualifier of leads and ensure prospective customers are contacted in a timely manner.
Using SFDC, provide field sales with relevant information related to opportunities identified.
Document customer feedback/VOC related to products and departmental processes and support improvement initiatives through active involvement in Servomex Business Systems (SBS) initiatives.
Maintain successful performance with departmental key performance indicators (KPI’s).
Responsible for filing departmental documents as required.
Participate in the support of marketing campaigns through MARCOMs as needed. Possible trade-show attendance.
Specific projects as required by Customer Support Manager or Head of Customer Support

Candidate specification

Essential skills and experience:
Native French speaker and fluent in spoken and written English– additional language a plus.
A proven track record in carrying out a customer service or sales support function within a technical environment demonstrating strong skills in customer advocacy
Commercial mind with technical inclinations; ability to understand technical aspects of enquires
Multi-tasking – Able to constantly prioritize according to demand with the ability to adhere to standard work requirements
Proficient in Microsoft Office, SAP and Salesforce.com

Desirable skills and experience:
Background in instrumentation, chemical engineering or other technical discipline


Servomex offers a comprehensive salary and benefits package commensurate with its status as a world class organisation committed to high performance, customer focus and employee empowerment.