To work as part of a team delivering first class, professional customer service using a range of communication methods.

Responsibilities :

Ø  ensuring the highest level of customer service at all times.

Ø  continually look for ways to improve customer relations.

Ø  sales support to Sales Engineers and maintaining link between Customers, Engineers and Customer Service functions.

Ø  creating a productive relationship with new and existing customers, providing long term service.

Ø  continually seek to improve methods and processes within customer service.

Ø  work within the company and departmental objectives and core values.

Ø  dealing with face-to-face customers wishing to purchase components.

Ø  showing existing customers visiting Manchester Fluid System Technologies Limited the computerised ordering procedure.

Ø  ensure that telephone answered within company policy of 3 rings, particularly when Receptionist is absent.

Accountabilities :

Ø  daily correspondence - maintenance of central communications functions and standard of communication necessary to process the inputting of daily postal, telephone, fax, email orders, giving total customer service. Correspondence and quotations to be actioned in timeframes as agreed with Customer Services Manager. Operate internal electronic document filing system.

Ø  communication -  handling customer telephone orders and queries in the timeframe as agreed with the Customer Services Manager,  liaising on a daily basis with Sales Engineers, answering the telephone within 3 rings.  Customers calling into the office to purchase products are dealt with in an efficient and courteous manner.

Ø  sales meetings -  attending and contributing to internal sales meetings as and when required.

Ø  organisation and technique -  maximising the organisation of daily duties and prioritisation of daily workload.

Ø  self development -  developing and maintaining good, healthy and positive attitudes whilst improving knowledge and skills.  Improvement in the knowledge and understanding of company policies and objectives, customer service techniques and product knowledge.  Attend and participate in the performance appraisal system.

Ø  training -  recognising training needs and reporting same to Customer Service Manager.        

    
     Experience :

Ø  Experience of working within a busy customer service environment.

Knowledge :

Ø  An intensive three month induction training programme will be implemented but it is an Associate’s responsibility to increase product knowledge on an on-going basis. 

Ø  Demonstrate a good level of numeracy and literacy skills

Ø  A sound level of education.

Skills :

Ø  Excellent communication skills both written and verbal.

Ø  Excellent telephone manner.

Ø  Strong organisational skills and ability to multi-task

Ø  Strong inter-personal skills.

Ø  Experience of problem solving ability.

Ø  Quick and accurate keyboard skills and experience of using Customer Relations Management system.

Ø  Ability to work under pressure and be flexible as part of a team.

Ø  Attention to detail and deadlines.

Ø  Ability to filter information, assess priorities and manage own workload.

Ø  Confident and able to work on own initiative and also as part of a team.

It is agreed that the above is a brief and concise description of the above role.