Customer Services Representative

ENABLE your future through light. 

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. 

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

Our Qioptiq facility in Hamble, Southampton, United Kingdom specializes in the manufacturing of high-performance, solid-state laser systems and fiber optics for scientific, analytical and metrology applications. This site has key functions including Production, Research and Development, Engineering, Supply Chain, and other disciplines.

World leading, Hampshire based manufacturer is looking for an enthusiastic individual to join its growing Customer Services team based in Southampton.

The successful applicant will be part of a small team, working to drive the customer’s needs and enquiries in order to ensure on-time delivery performance is managed to a high standard by working with multiple teams within the organization both in UK and with our sister locations throughout the world.

You will be required to develop and grow relationships with regular customer contacts to build credibility and trust whilst ensuring accurate information is provided to key individual both internally and externally.

Main Responsibilities

• Providing commercial / administrative support for national and international customers
• Daily contact with customers predominantly via email and phone; working with the team to ensure the effective and efficient handling of incoming customer queries
• Preparation of quotes in ERP system based on customer requirements
• Generation of Open Order Reports for customer and monitoring of delivery dates
• Accurate and timely order processing in ERP system in line with KPI requirements
• Providing updates to customers on order status when requested
• Assisting shipping department with any customer queries regarding delivery/returns queries
• Recording and processing customer complaints – issuing returns numbers and liaising with the necessary departments to reach a suitable outcome for the customer
• Liaising with global Customer/Sales/Product Management teams
• Providing weekly data required for company reporting to Finance Director
• Forwarding customer requests regarding RoHS/REACH to the respective production department or site
• Awareness of ISO9001 requirements as well as company export compliance regulations and policies
• To follow relevant procedures and provide contribution to continuous improvement work in these Customer Services processes

Additional tasks:

• Short-term or current CS-related tasks, if required (tasks provided by CS Team Lead)
• Maintenance of Customer Master Data in ERP System (SAP)
• Keeping customer contact information updated in line with GDPR regulations

The successful candidate will possess the following:

• Direct customer contact experience (Verbal)
• Professional experience in Customer Service
• Good working knowledge in MS Office (Excel, Word and Outlook) and SAP/ERP system
• Process-oriented operation
• Ability to work well under pressure and deal with a large volume of enquiries.
• Excellent written and verbal communication skills.
• Self motivated with a strong commercial mind set.
• Able to work autonomously and to a high standard of accuracy.
• High customer focus and team orientation

Excelitas is seeking leaders and innovators to join our global team! Visit: https://jobs.excelitas.com/ 

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