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Jobs » Customer Service/Technical Support/Quotation Support

Customer Service/Technical Support/Quotation Support

Based in Scarborough

SWC 001

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Exciting job opportunity! The purpose of this post has several elements. After-sales Technical Support and customer service and developing capability to provide Basic Customer Quotations. The ability to work with technical information is essential.

 

Job Description

Post: Customer Service/Technical Support/Quotation Support

Employer: SWC Trade Frames Limited

Responsible To: Sales Office Manager

Contract Type: Permanent

Hours: 8.30 - 5pm Monday-Friday. Please note that flexibility will be needed on occasion to meet the needs of customers & the role.

Background Information

SWC Trade Frames has been family run since 1989 & is a Quality Assured Company that manufactures high quality PVCu and Aluminium products including casement & sash windows, residential & bi-folding doors, conservatories & orangeries. A previous holder of the prestigious national industry "Fabricator of the Year" Award, SWC is also known for it's proven track record of being a modern, progressive, customer focussed business.  

Job Purpose

The purpose of this post has several elements. Customer Service, Technical Support and developing capability to provide Basic Customer Quotations. Time will be divided between these elements appropriate to capability and ongoing training outcomes.

The Customer Service element provides value-added support to customers through effectively managing product related service issues. The position requires working closely with other departments within the company as well as external customers. To achieve this you will also need to be able to exercise three–dimensional, spatial awareness, problem-solving skills and an ability to retain & work with technical information.

The Technical Support element will be steadily brought in as confidence and knowledge of products is developed. The aim being that you will be able to offer support for colleagues as well as for customers.

Basic Quotation Support is an aspect of the role that will be developed as the initial two elements become more routine. The aim being to assist the office team in meeting their Quotation KPI during busy periods.

Main Duties and Responsibilities

Quality Management System (QMS)

 

  • Comply with Standard Operation Procedures (SOP’s)

  • Contribute to Quality System reviews and give feedback for improvements to the SOP’s and the Quality Management System (QMS) to your line manager.

Customer Service & Technical Support

 

  • Act as a single point of contact to effectively & efficiently seek resolution to reported customer service issues within the agreed framework.

  • Create and maintain accurate records using the company’s CRM system to process and monitor customer queries and complaints.

  • Provide managers with weekly CSI reporting information.

  • Liaise with relevant departments and external suppliers to effectively resolve customer service issues.

  • Provide technical support to customers on a wide range of SWC products.

Basic Quotation Support

  • Accurately interpret and process customer enquiries within the agreed framework and time-scales.

General Duties

  • Adhere to SWC’s good practice guidelines in relation to personnel, health & safety, policies and procedures.

  • Participate in individual training opportunities relevant to the post and team objectives.

  • Operate within a code of confidentiality where required.

  • Support cover arrangements as requested by your line manager.

The job description is not necessarily a comprehensive definition of the post. The nature of SWC is that some tasks and responsibilities may change as a result of unpredictable and unforeseen circumstances. Therefore, the post holder will be expected to work in a flexible way when the occasion arises. Such duties will normally be compatible with the regular work set out in this job description. Any additional responsibility that becomes a regular or frequent part of the post will be reviewed and included on an amended job description and person specification in consultation with the post holder.

 

Person Requirement –CUSTOMER SERVICE/TECHNICAL SUPPORT

 

Factors

Requirements

Essential

Desirable

Assessment Method

 

 

 

 

App

form

Inter-

view

Skills test

Qualifications

Qualification in Customer Care, Business Studies, Administration or possesses relevant experience

 

*

 

 

 

English & Math GCSE at grade C or above or equivalent

*

 

 

 

Skills

IT- Intermediate keyboard skills

Word Processing

Database/CRM

E-mail

Internet

Spreadsheet

*

*

 

*

 

 

 

*

 

*

*

 

 

Negotiation & conflict management skills

 

*

 

 

 

Ability to work independently and as part of a wider team

*

 

 

 

Excellent interpersonal and communication skills

*

 

 

 

Ability to problem solve, analyse and interpret information

*

 

 

 

 

Sound organisational and time management skills

*

 

 

 

 

Ability to produce well written, clear, accurate information

*

 

 

 

Ability to produce reporting information in a timely manner

*

 

 

 

 

 

Ability to absorb technical information and apply to the role

*

 

 

Experience

Experience of working in a busy target based sales office environment

 

*

 

 

 

Working directly with customers

 

*

 

Knowledge

Quality Assurance measures

 

*

 

Attributes

Polite and helpful

*

 

 

 

 

Assertive

*

 

 

 

 

Enthusiastic

*

 

 

 

 

Self motivated

*

 

 

 

 

Committed to ongoing development & training

*

 

 

 

 

 

 

Salary:
Between £16,328 and £18,928 Per Annum
Position:
Permanent
Located in:
Scarborough
Closing Date:
11th May 2018
Employer:
SWC Trade Frames Ltd
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