Customer Account Representative in Wimborne Minster

We are currently recruiting for a Customer Service Representative to join our team at our Wimbourne site. This role would be a great opportunity for someone with a strong customer service background who likes the idea of working for a world recognised organisation. Our site in Wimborne – former Cobham Mission Systems, now part of the Eaton portfolio – is manufacturing air‑to‑air refueling systems and actuation (weapons carriage), primarily for defense markets. The site has a workforce of approximately 1,000 people. It is a state‑of‑the‑art facility, using the most modern techniques in AI, Machine Learning, integrating testing, next generation systems. It is also a people enabling organisation, striving on career growth and employees’ happiness. We are ITAR Regulated for this site and must be eligible for Security clearance.

What you’ll do

• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
• Regular interactions with customers over the phone and occasional face‑to‑face as required.
• The role is primarily office based and remote working from home, but might involve occasional overseas travel as and when required.
• Responsible for closing orders, handling transactions and processing POS (Purchase Order) within the Inside Sales Team in the IPT.
• The primary focus is to generate and provide quotations for Business as Usual (BAU) opportunities by liaising with internal stakeholders.
• Communicate with customers of delivery dates and reasons for delay.
• Primary point of contact for spares and repairs orders.
• Receive requests, RfPs and RfQs from customers and log them into our ticketing system.
• Manage BAU opportunities through the BAU process.
• Liaise with internal stakeholders and subject matter experts to meet opportunities BAU quotation turn‑around‑time and customer's request.
• Receive orders from customers, promptly load them onto the system and produce order acknowledgement.
• Ensure offers and orders are commercially sound and comply with customer's contract and internal commercial procedures and process.
• Manage BAU opportunities according to company guidelines and update them regularly.
• Assure data quality to high standards.
• Manage BAUs and work in general to meet KPIs.
• Build and maintain strong customer relationships.
• Prepare and send status reports chasing customers for outstanding POs.
• Maintain opportunity schedule and reports on ongoing open opportunities.
• Manage orders according to requested dates and monitor arrears in deliveries.
• Co‑operate with management to meet the employer’s legal duties and take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions.

Qualifications

• Experience working in a customer facing environment (Retail, Hospitality, etc).
• Degree level education beneficial.
• Being within a commutable distance of Wimborne, no sponsorship or relocation costs can be offered for this role.

Skills

• Competent with customer service principles and practices.
• Competent in account managing dealing with orders and price requests.
• Knowledge of administrative procedures.
• Electronic sales ledger experience with regards to Sales Orders/Purchase Orders/Invoicing.
• Manipulation of and exposure to customer databases.
• Good interpersonal skills.
• Excellent communication skills – verbal and written.
• Good listening skills.
• Problem analysis and problem‑solving.
• Attention to detail and accuracy.
• Data collection and ordering.
• Excellent customer service orientation.
• Adaptability and initiative.
• Knowledge of Import/Export controls.
• Competent on Microsoft Word and Excel.
• Experienced in a sales environment.
• Experience processing quotations and communicating them to customers.
• Experience with CRM and MRP systems.

What we offer

• Once a certain level of competency has been reached you will be eligible to work on a hybrid basis which does require a minimum of 3 days on site per week, expect the first 3 months (minimum) to be fully on site.
• A company culture committed to Inclusion & Diversity and Sustainability.
• Annual mentoring programme, Eaton University, and a robust reward and recognition framework.
• Ongoing learning and global career development opportunities, including internal mobility.
• Comprehensive induction support and a well‑structured onboarding experience.

The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process. All positions may require participation in video and in‑person interviews as part of the hiring process. All candidates will be evaluated based on job‑related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws. We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.