Customer Service Specialist   – HYBRID - Andover – circa £30k   

We are looking for a passionate, resilient Customer Service specialist with proven experience in a Customer Service, Admin or Project role - within the Consumable or Service sector.

You have the chance to work for an inspirational engineering company making revolutionary products that really can make a difference to people’s lives.

This role will report into the Customer Service Manager and will be responsible for providing high-level office-based point of contact for customers in UK and Ireland and the European Distributor network as well as supporting the UKIE sales team.

This role offers career progression plus fantastic company benefits such as free parking, hybrid (working from home 2 days a week) early finish Friday’s, bonus schemes, birthdays off, gym membership, + many more, Salary circa £30k - based in Andover.  

Customer Service Specialist:

Customer Service Specialist will be responsible for a list of key accounts

Key account support

• Work closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world class team
• Ensure that all enquiries are handled effectively, in a timely manner and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
• Work with the technical support advisors in the teams, plus the scheduler to ensure that service levels are met in line with contractual obligations

There are three key areas covered by the Customer Service supporting all customers:

Quotes, Orders and part requests

• Ensure that all quotes and orders are processed accurately and in a timely manner for spares, engineer work and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly.

Non-conformance reporting (NCR)

• Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved.
• Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales

Personal Attributes of the Customer Service Specialist:

The candidate should have at least 2 years’ experience in at least one of the following areas: administration, project work or sales, ideally within a service or consumable environment

Excellent Customer service and communication skills

Evidence of goal achievement under time pressure

Ability pay attention to detail across multiple work streams

Ability to negotiate with customers and colleagues to meet delivery time scales and manage expectations

Tenacity and positivity are a must

Demonstrable skill working as part of a diverse united team

Fully competent on Excel and Word

A passionate belief in exemplary customer service

An energetic and positive team player

Extremely personable, outgoing and resilient

Strong administrative experience and detail-focussed

Exceptional at building and maintaining relationships

What’s in it for you?

You have the chance to work for an inspirational engineering company making revolutionary products that really can make a difference to people’s lives.

• Salary – circa £30k 
• Hours of work Monday – Thursday: 8:35am to 5:00pm Friday: 8:35am to 3:45pm 45 mins lunch - total of 37.05hrs per week
• 4% Flex-Fund (take this as cash or use it to purchase additional benefits such as extra holiday; medical cover; extra life assurance; dental cover – and lots more!)
• 25 days holiday rising
• Opportunity to ‘buy’ additional holiday to max 30 days p.a.
• 7% Employer pension contribution (min. 3% employee contribution)
•  4x salary Life Assurance - option to increase up to 8x salary
• Bonus schemes
• Employee Assistance Program (debt management, family relations, health problems or career advice) AON Plus+ lifestyle discounts (travel, entertainment, insurance, wellbeing) Optional benefits (can use your Flex-Fund to purchase these):

• Private Medical insurance
• Personal travel insurance
• Critical illness cover
• Personal accident cover
• Additional holiday up to a maximum of 30 days