Customer Service

About the role

This role is an all-encompassing role that requires high levels of customer interaction. The overall purpose of the role is to build solid relationships with our customer base, proactively upsell additional products, support sales within the team and wider company, process orders, organise and arrange deliveries, offer thought-provoking solutions to queries and above all maintain high levels of satisfaction relating to customer service. The job will be hybrid based 50% remote and 50% in Ford, West Sussex.

Type of Contract: Casual Work Agreement

Type of Position: Member of the Sales Team

What will you do

This is an order input and customer service role in a busy, fast-paced manufacturing environment. The role will be dealing with a large portfolio of products including roofing, civils and standard insulation products.

• You will be required to work closely with all departments within the business to ensure the smooth delivery and service of all our products, not only those produced in the UK but also from other BEWI countries.
• Providing holiday cover for other members of the team as and when required.
• Inputting orders into our ERP system and liaising with customers and internal teams as required.
• Carrying out internal sales functions such as lead generation and quotation follow up.
• Always ensuring the highest level of customer service is provided whatever the situation.
• Upselling additional products from within the group portfolio.
• Maximising transport efficiency.
• Informing customers of lead times, updating them effectively in the case of any issues or delays, and organising delivery schedules.
• A high degree of organisation and attention to detail required in the role.
• Complaint handling with urgency and care.
• Gathering and reporting feedback from customers on a regular basis, following up on deliveries and understanding customer needs.

• Enjoy liaising with customers and maintaining communications along with managing challenging situations when they arise.
• Meticulous attention to detail is needed for the order input element of the role.
• Excellent verbal and written communication skills are essential.
• Ability to build strong positive working relationships with different internal teams and managers.
• Experience of using Microsoft Outlook, Excel and an ERP system particularly AX would be an advantage.
• Must be self-motivated, as this is a busy hybrid based role with continuous liaison externally and internally.
• Manufacturing or Construction background would be beneficial but is not a necessity.

• Right of residence and to work in the UK.
• Positive attitude: able to remain professional and upbeat, combined with determination to get the job done and drive improvement.
• Experience of upselling is beneficial, plus good account development and management skills.
• Customer relationship management: must quickly build rapport with our customer base and maintain it over the long term.
• Flexibility, able to change tasks as situations change, focus on priorities and to maintain strong planning and time management skills.
• Decisive and calm under pressure.

• Life Assurance, flexible working hours, discount benefits scheme for many products and services.
• Company personal pension plan.
• Long service awards and increased company pension contributions on long service.
• 25 days holiday a year, plus 8 bank holidays.
• Coffee/ tea & fruit available in the office, free parking for employees.