Customer Service Advisor (Strategic Customers)

Location Plymouth
Job type: Permanent
Contact name: Gail Hodgson

Contact email:
Published: about 2 months ago

​​Superior Recruitment Group are looking for an experienced Customer Service Advisor (Strategic Customers) on behalf of our client. This role can be based in Glasgow or Plymouth. This is a full time permanent role.

Purpose of the role

The role of the Customer Service Advisor (Strategic Customers) is to provide customer service and technical sales support to customers that have been designated strategically important to the organisation.

The main responsibilities of the role are:

Processing of Customer Request for Quotations (RFQ’s) / Tenders

•To operate a clearly defined and highly effective process for receipt and process of RFQ’s/Tenders from customers designated as strategically important by the Customer Services Manager.

•To ensure full compliance with the ERP system input requirements.

•To ensure Customer RFQ’s/Tenders are reviewed thoroughly to identify explicit and implicit requirements.

Issue of Quotations / Tenders

•Prepare bid tabs for review at Margin meeting with Senior Management in line with the companys RFQ/Tender financial authority procedures.

•To ensure all quotations are prepared using the appropriate Pricing models – e.g List less discount, Fixed via Frame Agreements, Other

•To ensure that account margins are maintained at or above the budget levels and all opportunities to generate revenue from additional services such as freight or premium working are fully utilised.

•To provide Customers with an accurate and timely response to their RFQ’s/Tenders.

Following up on Sales Enquiries

•Follow up on live sales enquiries with customers and apply selling techniques to convert such enquiries to sales orders

•Where necessary and in accordance with the Financial Authority Schedule, negotiate he selling price and payment terms to secure the order.

•If an enquiry is lost find out the reasons why and update the ERP system.

Receipt of Orders

•To ensure that all customer orders are reviewed to confirm compliance with the quotation and that all obligations and commitments can still be achieved

•To ensure that all customer orders are entered into the ERP system in a timely manner with sufficient information to allow the down stream departments to complete the work.

Customer Service

•To liaise with other departments and branches with regard to product availability, delivery times or product assembly or manufacture.

•To liaise with the engineering department for specific engineering queries on design or type.

•To advise the customer of any changes to product, delivery/part delivery immediately.

•To provide an interface service for Customer queries which is capable of providing timely and accurate information on demand.

•To develop and operate a clearly defined and effective process for identifying and reporting the status of outstanding Customer orders.

•Control and monitor the on time delivery of such Customer Orders.

Sales Support

•To visit customers to clarify customer requirements, provide technical sales support & where appropriate attend bid clarification meetings to secure major orders.

•To ensure satisfactory customer care and after sales service.

Competitors / Suppliers

•To understand out competitors’ market offering and their activities within the market sectors we operate.

•To understand our key supplier relationships, their scope of support and develop key interfacing points within their organisations.

Continuous Improvement/Personal Development

•To be responsible for knowing and understanding the sales department targets and objectives

•To be responsible for understanding, agreeing and achieving personal objectives set by the Customer Services Manager

•To put forward any suggestions for improvements to the Customer Sales Manager

•To attend formal Team Briefings when requested in your own time

•To be a team member and actively promote communication and information sharing

Required Skills and Experience

•A qualification and / or training courses in selling techniques and methods.

•S/NVQ level 3 in Customer Services.

•Previous experience in selling Hoses & Hose Fitting Products.

•Ability to communicate both verbally and in writing at all levels.

•Ability to build proactive relationships with customers and team members.

•Ability to interact as an effective team member.

•Competent in the use of computer systems, in particular Word, Excel and Power-point.

•Excellent attention to detail.

•Ability to demonstrate a flexible “can do” approach to their work.

•Ability to plan and organise their workload to ensure deadlines are met.

•A motivated individual who is able to use their own initiative.

•Ability to negotiate with customers.

For more information and to apply, please submit your up to date CV and our specialist team will be in touch as soon as possible.