Customer Account Associate

Basic Overview
Salary: £23000 – £24000/annum
Job Type: Full Time / Permanent
Minimum Salary: 23000.00
Maximum Salary: 24000.00
Job Location: Warwick

We are recruiting for a Customer Account Associate to join a manufacturing company based in Warwick. This company are the world leading manufacturer of their industry and are looking to expand their customer service team to cater to demand.

This will be a temporary – permanent role.

Salary: £23,000 – £24,000

Free parking on site.

Monday – Friday – 8:30am – 5:00pm

The role:
You will be the point of contact and in charge of managing Customer relationships and support Global Regional Sales Managers. The role will oversee building long-term relationships with customers ensuring all queries and concerns relating to our products are addresses. Reporting into the Customer Service Manager

Duties and Responsibilities:

Professionally interact and manage a region/area of customers and others via phone, in person, e-mail or other written or verbal methods
Pro-Actively support and assist RSM (Regional Sales Manager) for all managed accounts
Develop and maintain excellent customer relationships
Assist customers in both selection and application of products
Accurately processes orders received by mail, phone, fax, email, etc.
Responds to customer inquiries pertaining to orders, price and parts.
Assist customers, internal and external, with selection of parts required in product repair
Sales Lead generation as required
Assist in processing tenders and product quotation documentation as required.
Supports the Operation to ensure on time delivery is met and the customer is satisfied
Receives and resolves customer complaints to achieve customer satisfaction
Handles requests for replacing defective parts and issues “Return Materials Authorisation (RMA)”
Manages Warranty Claims through in-house warranty process and looks to continually improve the process for customer satisfaction
Demonstrate knowledge of spare parts, products and services offered with an ability for continuous development
The coordination of the companies shipping requirement which include the preparation, document handling and liaison between parties to ensure that products reach the worldwide customer base on time
Provide technical support to customers, both external and internal, a primary contact for the exchange of technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for the products
Records voice of the customer (complaints, compliments, feedback) in a CRM program
Generates credit memos through in house process
Escalate technical support requests to Product Managers, Engineers, and others
Provide customers with product advisories, announcements, or other technical data to provide world class customer satisfaction
Conduct product warranty investigations and request the issuance of credit memos as needed in accordance with ISO 9001 procedures. This function will initiate RMA actions with related submission of credit memos
Develops and adheres to Standard Operating procedures in compliance with Quality and ISO standards
Processes daily shipment documents both domestic and internationally in line with export compliance standards
Part takes in all training and meetings as and when requested
Ensure adherence to company policies and procedures
Meeting all agreed SLA’s and KPIs ensuring plan of actions where performance falls below agreed standards
Other duties as assignedThe ideal candidate will be:

GCSE level and 3-5 years of customer service, Account Management and/ or technical support work experience required
Proven success at providing best in class customer service
Mechanical and or/Technical knowledge
Customer service focused with a proven track record of success
Effective time management skills with the ability to prioritize
Strong interpersonal skills and effective team player
Meeting and exceeding departmental KPI’ s
Experience gained in manufacturing and/or fire industry, within a customer service or technical support function
Excellent knowledge of Microsoft Office software
Experience using CRM systems (Salesforce, Dynamics)
Experience reading technical/engineering drawings

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