At a Glance
- Tasks: Be the first point of contact for customers, handling inquiries and maximising sales opportunities.
- Company: Join Element, a dynamic company in Edinburgh with a focus on customer experience.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Engage in ongoing training and development while working in a supportive team environment.
- Why this job: Make a real impact by delivering exceptional customer service and driving sales success.
- Qualifications: Experience in sales, marketing, or customer service is preferred; strong communication skills are essential.
The predicted salary is between 25000 - 32000 £ per year.
Element has an opportunity for a new Customer Support Coordinator to join our team in Edinburgh on a 12 month contract. This role will drive to maximise sales opportunities by creating a world‑class first impression for customers who contact Element through sales inquiry website forms and telephone numbers. As the first point of contact for global customers, the Lead Development Associate plays a vital role in the Element sales process. The position consists of multiple responsibilities which help deliver a high customer experience. This includes professionally answering incoming calls and emails from internal and external customers, asking sales‑minded questions to pre‑qualify incoming requests, posing technical questions to further clarify customer requirements, and efficiently assigning incoming leads to the Element location most capable of providing services.
Hybrid 3 days in our Edinburgh office. Full time 39 hours per week (Mon‑Thu: 8:30am‑5pm, Fri: 8:30am‑4pm).
Key Responsibilities- Achieve goals by utilising Element’s webforms/phone call/email handling processes to effectively respond to incoming callers/web enquiries.
- Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location, and better inform the sales team when handing over the lead.
- Perform to KPIs: speed of response (time to contact/time to assign), accuracy of data entry in DCRM, assigning to the right laboratory, qualification rate and leads won (£).
- Utilise processes, tools (including the digital capabilities matrix), and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner.
- Develop and maintain ongoing relationships with sales and operational colleagues.
- Complete customer follow‑up emails and phone calls as required each day.
- Act as a resource in routing customer questions/issues and follow up to ensure customer satisfaction.
- Actively utilise Dynamics CRM to accurately record lead information, activities, contact details, and updates.
- Build and maintain a solid and current knowledge of Element’s service offerings.
- Keep up to date with latest developments in Element’s service portfolio and accreditations, increased scope, and changes to laboratories including acquisitions.
- Participate in training/coaching opportunities.
- Sales, marketing, or customer service experience, or equivalent combination of education and experience.
- Ability to read and interpret documents such as customer quotes/contracts, marketing materials, and customer testing specifications.
- Ability to understand practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form.
- Well‑developed written and verbal communication skills in a professional style.
- Strong interpersonal skills that foster open upward and downward communication built on mutual respect.
- Ability to interface with customers and determine their requirements.
- Experience working with a CRM – Microsoft D365 is advantageous.
Contact Details:
Element Materials Technology Recruitment Team
