Customer Service Representative

Customer Service Representative

Location: Coventry (The position is 100% office-based)

Contract Type: Permanent

Hours: Full time

Salary: Competitive

Benefits: Excellent holiday entitlement (26 days rising to 31 after 5yrs), Group Life Assurance (incl Digital GP Access), Private Medical Insurance, Simply Health Cash Plan, Company Contributing Pension, Employee Share Purchase Programme, Family Savings/Benefits Scheme, Salary Sacrifice Electric Car Scheme, Cycle2Work, Subsidised lunches and free breakfasts, Training & Career Development

About Us

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

Graco has excellent opportunities available to individuals who want to be part of fast-moving, growing company – especially candidates committed to quality, innovation and solving customer problems. Graco was proud to be named a Best Place to Work in Manufacturing and Production by Fortune Magazine in 2016, 2018, 2019 and 2021.

About the role:

As a Customer Service Representative, you will be part of a Customer Service team based in our UK facility in Coventry. You will be part of a wide Customer Service team who are responsible for dealing with product & service enquiries, quotes, orders and aftersales, either by being able to answer queries direct or by working with a number of other departments in the company to meet their requirements. You will work to agreed processes and policies to ensure the Customer experience strategy is delivered, being the first contact for all customers. Working to deliver A+ Customer service for each and every interaction for each and every customer. You should expect to be dealing with Phone calls, E-Mails, and online enquiries from International and UK-based Customers. Your days will be a mix of recurring tasks as well as proactive ones that will keep your workload varied and interesting.

Main Functions/Responsibilities:

Fundamentally the role involves dealing with all non-technical aspects of enquiries, requirements of direct Customers and Distributors including but not limited to:

Dealing with any inbound service booking enquiries via Phone or E-Mail

Pre-Quotes & generating quotations to include carriage worldwide, Quote chasing, Quote acceptance.

Generating sales orders via our in-house systems & in Salesforce CRM sending via E-Mail, order amendments, confirmation of delivery dates

Proactively progress chase – across new sales orders and our service businesses

Deal with invoice queries, including liaison with other departments.

Generating Technical site visits

Logging contracts & service agreements

Manage the logistics, tracking and preparation of hire units.

Customer credits, non-conformances, and other customer experience items.

Respond to customers within our SLA’s, and take pride in providing accurate, informative, and clear communication back to all our customers delivering A+ Customer Service every time.

Work with all other departments to meet SLA’s.

Proactively refer potential Sales opportunities to the Account Management team

Position Requirements:

We are looking for someone with a great eye for detail and accuracy as well as being able to multitask. We want someone who is able to work independently, organised, and confident to troubleshoot and make decisions with the best interests of the company and the customer in mind.

Strong numerical and written skills

Experience dealing with customers over the phone is essential.

Track record of success in similar role blending customer service, sales, and administration duties

Salesforce or CRM usage desirable but not essential

Technologically literate as we use a number of systems to satisfy customer interactions (Microsoft suite including Teams is used companywide)

That you are process driven

Ability to prioritise effectively and have a flexible approach.

Excellent Communication skills

Please note that you will apply via our parent company, Graco, however, this vacancy is within QED Environmental systems.

You may also have experience in the following: Customer Service Advisor, Administration, Customer Care, Inbound Calls, Customer Service Officer, Admin Exec, Call Centre, CRM, Query Resolution, Contact Centre, CRM, Customer Service Executive, Customer Service Administrator etc.

REF-204586