Inside Sales and Customer Service Representative

  • Company:
    Morgan Advanced Materials, PLC
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    1 hour ago
  • Category:

Morgan Advanced Materials is a world leader inadvanced materials science and engineering of ceramics, carbon and composites. We operate in a series of well-defined markets where our applications expertise offers our customers a valuable differentiator, engineering high-specification materials, components and sub-assembly parts that solve their challenging technical problems.The Technical Ceramics business of Morgan Advanced Materials engineers high performance functional and structural ceramic materials, components and sub-assemblies to address customer-specific technical challenges.The business employs advanced materials science and applications expertise to produce parts that enhance reliability or improve the performance of its customers’ products. Much of what the global business unit makes is used in demanding, harsh or critical environments. Our Technical Ceramics business works in selected segments of the electronics, energy, healthcare, industrial, petrochemicals, security and transport markets, typically in close collaborative customer relationships.Group Key Figures:Revenue £1b, ~9,000 employees, manufacturing in 30+ countries, and customers in 100+ countries. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.Inside Sales and Customer Service RepresentativeJob PurposeResponsible for creating an effortless customer experience by answering questions about products, orders, and servicesProvides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.Supports contacting potential leads for the purpose of developing sales and developing new relationships and maintaining established customer relationships with periodic calls.Candidate must be Bilingual – Fluent in French and EnglishSummaryThe Customer Service Representative is responsible for processing sales orders, modifications, shipping, receiving and communicating complaints across many internal and external communication channels. Provides professional customer support by answering questions, and dispositioning customer complaints.Essential duties and responsibilitiesProcess customer orders in alignment with policies/procedures and service level goals, achieving minimal errors during data entry into the system.Process incoming and out-going shipments of local and export orders, understanding export compliance and documentation required for all types of shipments.Provide customers with accurate and timely quotes in alignment with policies/procedures and service level goals. Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments, as well as actions taken. Ensure customer needs are always clearly understood and acted upon at appropriate service levels. Respond to customers by telephone or e-mail to provide on-going updates on any open customer requests or issues. Engage with customers by telephone or e-mail as needed to provide requested information about products and/or the appropriate Morgan contact information for technical detail/support.Engage with customers by telephone or e-mail as needed to obtain or respond to details of an inquiry / complaint. Study product information to acquire professional and working knowledge of Morgan products and services.Assists in selling through partner organizations to end users in coordination with channel partner marketing and sales resources.Proactively assesses, clarifies, and validates channel partner needs on an ongoing basis.Support colleagues, both inside customer service and in other departments, collaborating to help support customers and other functional business areas when needed.Participate in Continuous Improvement projects while managing a high volume of work.Education and experience – Minimum level of education and experience required Candidate must be Bilingual – Fluent in French and EnglishBS/BA degree is desirable3-5 years of customer service experience an industrial or manufacturing environmentKnowledge of sales techniques: knowing about different ways of selling, sales models, account management approaches, account planning methods, pricing structures etc.Experience in processing 3rd party sales orders, export orders, export compliance and documentationExperience in processing engineering project sales orders, export sales orders, export compliance and documentationExperience growing profitable revenue through strategic initiativesPossess superior organization, communications, presentation skills, critical thinking, EQ, and the ability to communicate comfortably at all levels of the organizationExperience operating in ERP and CRM systemsAdvanced MS Office, Word, Excel, PowerPoint and good report writing and data analysis skillsPhysical Requirements: Must be capable of sitting and using a computer for a considerable portion of an 8-hours workday. Must be capable of walking throughout the facility and property to check on employees and equipment. Must be able to physically wear personal protective equipment such as, but limited to, hard hat, safety glasses, respirator and steel toe boots.Competency framework – Skills, professional attitudes & behaviours necessary to be competent in the roleStrategic capability: Makes the connections to see the underlying trends – “the big picture”. Problem analysis: quickly discerns key facts and differentiates between relevant and irrelevant information.Judgement: demonstrates a sound process for weighing options and making decisions. Prepared to challenge the status quo and take calculated risks.Creative thinking: generates unique and appropriate solutions, when required.Drive and resilience: demonstrate motivation. Is flexible and able to adapt styles to deliver results. Is comfortable with ambiguity.Execution: can demonstrate a proven ability to deliver on programs and projects. Is a self-starter with a can-do attitude?Empathy: is personable, authentic and emotionally aware.Influencing: Is an excellent communicator. Has strong interpersonal skills and builds lasting relationships. Can influence and persuade others through a range of techniques. Shares our values is ambitious, innovative and demonstrates integrity.Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer.