Customer Success Specialist (6 month FTC) in Prestwick

Customer Success is responsible for delivering a professional, efficient, and customer-focused service across all customer interactions. Acting as the first point of contact, the role supports customers throughout the transactional journey, ensures accurate and timely processing of quotations, orders, and Customer Change and Service Requests, and works closely with operational and internal teams to deliver a smooth customer experience. The role plays a key part in ensuring customers find DeterTech easy to do business with while supporting revenue generation and maintaining high service quality.

Key Responsibilities

• Customer Contact & Transactional Support: Act as the first point of contact for customer enquiries, providing a friendly, professional, and responsive service. Conduct comprehensive off-site surveys for customers, assessing requirements and identifying appropriate solutions. Manage transactional customer accounts, ensuring accurate information and timely support. Handle inbound and outbound customer communications across agreed channels (e.g., phone, email, online platforms). Maintain clear, accurate records of customer interactions within CRM systems.
• Commercial Support: Support field-based sales colleagues, Customer Solutions Specialists, and Operations by coordinating customer information. Prepare and issue quotations following customer surveys, converting quotes into orders where possible. Raise SmartWater quotations, including Trademark Licences, ensuring all documentation is accurate and complete. Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guidelines.
• Customer Follow-Up & Retention: Conduct follow-up calls after installations to confirm customer satisfaction and identify any issues. Proactively manage Customer Change and Service Requests, ensuring completion within an agreeable timeframe for the customer and the business. Escalate issues or risks appropriately to protect customer experience and revenue. Oversee the management of purchase orders across assigned accounts in collaboration with Finance, Sales and Credit Control.
• Service Delivery: Schedule on-site surveys, installations and uninstallations to meet customer and operational needs. Proactively identify and prevent off-hires or service failures across assigned accounts that could impact customer satisfaction or revenue. Prepare and issue RAMs for installations to meet customer and operational requirements. Review and ensure all installations on ARC meet quality standards. Review maintenance reports and schedule onsite visits. Work closely with Customer Solutions, Sales, Engineering and ARC teams to ensure seamless service delivery. Identify recurring customer issues and contribute ideas to improve processes, systems, and service quality. Adhere to agreed service standards, policies, and company values in all customer interactions.

Skills, Knowledge & Expertise

• Experience in a customer service, internal sales, or customer-facing support role.
• Strong customer-centric mindset with a commitment to delivering high-quality service.
• Resilient and calm under pressure, with the ability to handle challenging situations professionally.
• Dynamic, reactive and flexible.
• Strong problem-solving skills and attention to detail.
• Confident communicator with good interpersonal skills, both written and verbal.
• Organised and reliable, with the ability to manage multiple tasks and priorities effectively.
• Comfortable using CRM systems and customer service software.
• Values-driven, demonstrating integrity, professionalism, and accountability at all times.

Key Measures of Success

• Customer Experience: Positive feedback and high levels of customer satisfaction.
• Order Conversion: Effective conversion of quotations into confirmed orders.
• Process Compliance: Accurate all records and adherence to procedures and service standards.
• Team Contribution: Effective collaboration and support to colleagues across functions.