Customer Service Representative

Job Title: Customer Service Representative Department: Customer Service Reporting to: Customer Service Supervisor Responsible For: Sales and Customer Service of nominated accounts Job Purpose: Responsible for being single point of contact for nominated key accounts, whilst developing customer relations and providing an efficient and personalised customer service. Main Duties: Day to day liaison with nominated accounts; providing commercial support and assisting customers with special requests. The preparation of quotations via the Knowles CRM system for both 'one off' and annual contract buys, liaising with key Knowles staff such as Product Manager and Factory Managers etc. where appropriate. The processing of Customer orders and subsequent order amendments via the Knowles Oracle ERP system. Cross checking the details to ensure the customers 'terms of sale' meet the requirements of the Company as per the CRM system. Liaising with the Technical Engineering group to formulate competent responses to technical enquiries from the customer. The processing of all telephone, written and e-mailed communications in a timely manner. Any actions resulting are processed without delay. Responsible for the timely resolution of the following issues through liaison with the relevant department: Delivery rescheduling, re-routing of deliveries, any shipping issues including delays, returning of goods and pricing issues. Management of quality concerns by liaising with the appropriate Company Quality personnel to establish corrective actions. Following up with the customer to ensure satisfaction has been achieved. The processing of all 'sample' and 'data' requests received from customers. Visiting customers at the request of the Customer Service Supervisor. Reporting back as appropriate. Reporting on any customer/market intelligence that could be in the interest of the Company. Attending Trade shows and Exhibitions as needed. Attending all internal meetings and briefings as required. Additional Duties: In addition to these functions employees are required to carry out such other duties as may reasonably be required.

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