Customer Service Advisor

The Customer Service role will primarily be responsible for providing high-level office-based point of contact for our customers in UK and Ireland and our European Distributor network as well as supporting the UKIE sales team.

This role will report to the Customer Service Manager, BQ Europe

What you will do:

General Customer support:

Customer Service Specialist will be responsible for a list of key accounts:

Key account support

• Work closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world class team
• Ensure that all enquiries are handled effectively, in a timely manner and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
• Work with the technical support advisors in the teams, plus the scheduler to ensure that service levels are met in line with contractual obligations

There are three key areas covered by the Customer Service supporting all customers:

Quotes, Capital Equipment Orders, Sales Orders and part requests

• Ensuring all quotes, Capital Equipment orders are processed accurately and in a timely manner for spares, engineer work and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly.

Non-conformance reporting (NCR)

• Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved.
• Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales.

Other typical duties include:

• Carry out customer satisfaction surveys • Adhering to the team key performance indicator goals and helping the whole team to meet these.
• Provide feedback on processes to drive continuous improvement.
• Working with our production team to ensure parts are correctly dispatched / returned as appropriate, relating to technical request and return for repair

Contract management support:

• Key account support
• Work closely with UK & IRE commercial teams and key contacts to provide seamless customer service experience for all interactions regarding UK & Ireland contract management
• Ensure that all contract enquiries are handled effectively, in a timely manner and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
• Work with the Sales Teams and customers, plus the scheduler to ensure that service levels are met in line with contractual obligations
• There are five key areas covered by the Contracts supporting all customers: Renewal Quotes, Service kit/critical spares orders, Training case + Contracted visits, Setting-up of the service visits plans, Contract invoicing.
• Ensure that all contract kit/critical spares orders are processed accurately and in a timely manner to enable orders to be dispatched smoothly.
• Issue contract renewals 3-months ahead of current contract expiry.
• Request Purchase orders from customers annually for contracts where required .
• Work with the scheduling team – update any service visit date change requests within the contract made by customer where possible
• Obtain annual contract purchase orders from customers and Invoice annually for each contract at start of each contractual year.

Other typical duties include:

• Liaising with customer service team for any SLA queries.
• Adhering to the team key performance indicator goals and helping the whole team to meet these.
• Provide feedback on processes to drive continuous improvement.

Area of Focus:

• Each Customer Service Specialist will be given a specific area of focus and to become a champion on, for example, contracts, capital equipment, RMA’s, etc. These will change to ensure cross training and coverage for holidays, etc.

What you will have:

• The candidate should have at least 2 years’ experience in at least one of the following areas administration, project work or sales, ideally within a service or consumable environment
• Excellent Customer service and communication skills
• Evidence of goal achievement under time pressure
• Ability pay attention to detail across multiple work streams
• Ability to negotiate with customers and colleagues to meet delivery time scales and manage expectations
• Tenacity and positivity are a must
• Demonstrable skill working as part of a diverse united team
• Fully competent on Excel and Word

Nice to have:

• A passionate belief in exemplary customer service
• An energetic and positive team player
• Extremely personable, outgoing and resilient
• Strong administrative experience and detail-focussed
• Exceptional at building and maintaining relationships

About Ecolab Life Sciences: 

Partner with our customers to deliver comprehensive solutions and technical expertise to ensure product quality and safety in the pharmaceutical and cosmetic industries. Ecolab Life Sciences serves pharmaceutical manufacturers, cosmetics products manufacturers, pharmacies, and analytical laboratories with cleaning, sanitizing, and disinfection programs and validation support. Work with us to improve operational efficiencies in ever-changing and growing markets. 

Our Commitment to Diversity and Inclusion

At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.

In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters.

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