Job Description
This is a multipurpose role; duties include the implementation of all administrative sales and technical support functions in order to support the external sales team and customers.
The role will be responsible for the delivery of the customer satisfaction objectives of the business strategy to enable the delivery of service levels that meet/exceed customers’ expectations.
Proactively manage and support ETS customers to provide the necessary support and development for a customer-centric culture and strategy.
Implement a dynamic and driven team approach to improve/strengthen day-to-day customer relations via clear and concise efficient bi-directional human communications and actively partake in a proactive customer contact plan to improve customer account retention and reduce the attrition rates.
Principle Accountabilities:
- Manage and develop skills and capabilities to enhance customer service levels.
- Provide a primary point of contact relating to a list of dedicated customer queries and order processing, both internally and externally.
- Provide customers with high levels of service support and strong relationships.
- Co-ordination of production order schedules with supply chain, engineering, and operations.
- Oversee and handle/process customer orders from receipt to acknowledgment & liaison with operations.
- Ensure that business system requirements are fully maintained.
- Act as liaison between customers, sales team and operations for all enquiries.
- Demonstrate, encourage & participate in the building of strong/effective communication & relationships with customers by all team members.
- Directly manage a dedicated portfolio of customers.
- Management and communication of dispatch schedules.
- Communicate and liaise dedicated customer needs/expectations to internal stakeholders.
- Manage and deal with customer communications, general queries, new sales opportunities, RFQ/RFPs, and raising/issuing invoices and proforma invoices.
- Entering orders, processing orders, managing and communicating dispatch schedules.
- Actively input/output ideas, to better position ETS in our markets.
- Essential good communication with sufficient skills, enabling him or her to undertake interaction with international customers and wider team members at all levels.
- An appreciation of general business best practices is required.
- Any other reasonable additional responsibilities, functions, and roles – as necessary.
Qualifications and Experience:
A technical knowledge and understanding of distribution transformers is essential.
Bachelor’s degree or Diploma in Electrical or Mechanical Engineering.
3 to 5 years experience working in a technical electrical equipment customer service environment.
Good written and presentation skills are required.
Expert user of Microsoft Office applications, CRM software, and SAP.
English language fluency – written/verbal is ESSENTIAL.
Additional European language capability would be a distinct advantage.
