At a Glance
- Tasks: Deliver exceptional customer service and support a global team in a fast-paced environment.
- Company: Join a high-growth global electronics manufacturing business with a strong customer focus.
- Benefits: Enjoy a competitive salary, performance bonuses, 31 days leave, and private medical insurance.
- Other info: Flexible hybrid working and opportunities for professional growth in a supportive team.
- Why this job: Make a real impact by enhancing customer experiences and developing your career in a dynamic industry.
- Qualifications: Experience in customer service, strong communication skills, and a proactive attitude are essential.
Based: East Kilbride / Hybrid Working
Salary: £35,000-£38,000 basic + benefits package
Our client is a high-growth global electronics manufacturing and engineering business headquartered in Scotland, with operations across the UK, USA and Asia. The business is continuing to grow and is recognised for its strong customer focus, innovative solutions and commitment to delivering exceptional service.
Due to continued growth, they are now looking to appoint a Senior Customer Service Partner to join their Customer Service team.
Reporting to the Supply Chain Manager, this is a key role focused on delivering a first-class customer experience while supporting and developing colleagues across the global Customer Service function. Please note, the role operates Monday to Thursday, 2pm-10pm, to support US hours, with Friday 9am-5pm. The position is permanent, with a mixture of home and office working available.
The Role
You will provide a high level of customer service and commercial support, working closely with customers, Sales and internal stakeholders to ensure requirements are understood, quotations are accurate and customer commitments are delivered.
Key Responsibilities
- Provide exceptional customer service to customers, clients and suppliers, responding to queries and requests promptly and efficiently.
- Establish customer requirements and aim to achieve first-contact resolution wherever possible.
- Build and maintain strong working relationships with customers, Sales and internal stakeholders.
- Provide accurate and timely quotations based on customer requirements and supply chain costs.
- Provide accurate pricing information and liaise with relevant stakeholders to ensure quotations are commercially and operationally accurate.
- Create and maintain Work Orders to provide clarity on customer requirements.
- Raise internal and external purchase orders for stock requirements in line with customer demand.
- Maintain accurate customer information and interactions across CRM, MRP and ERP systems, including relevant progress dates.
- Use company tools and processes to effectively manage sales opportunities.
- Escalate customer complaints appropriately and in line with company policy.
- Work closely with Sales to support customer visits and deliver an exceptional customer experience.
- Act as a key point of contact for global Customer Service Administrators, providing day-to-day guidance and support.
- Provide training and coaching to Customer Service Administrators, supporting consistency and best practice.
- Support the development and continuous improvement of Customer Service processes, procedures and work instructions.
- Liaise with stakeholders to ensure information is accurate, consistent and communicated effectively.
- Monitor customer account trends to support forecasting.
- Ensure company processes are followed accurately and consistently.
We are looking for an experienced customer service or account management professional who is commercially aware, highly organised and confident working in a fast-paced environment.
You should have:
- Previous experience in a customer-facing or customer service role.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy.
- Strong data entry and administration skills, with confidence using multiple systems.
- Experience with quotations, pricing or commercial support is advantageous.
- Strong relationship-building skills with customers, suppliers and internal stakeholders.
- The ability to prioritise workload, manage competing demands and meet deadlines.
- A positive, flexible and proactive approach with a willingness to learn.
- The ability to work independently and as part of a wider team.
- Experience supporting, mentoring or coaching colleagues would be advantageous.
- Experience within manufacturing, engineering, electronics or supply chain would be beneficial.
This is an excellent opportunity for an experienced Customer Service or Account Management professional to join a growing international electronics manufacturing business where there is genuine scope to develop and support a global Customer Service function.
Package
Alongside your basic salary, employees have access to a range of benefits including:
- Company performance bonus
- Share options
- 31 days annual leave
- Company pension
- Private medical insurance
- Life insurance
- Health & wellbeing programme
- Cycle to work scheme
- Paid volunteer time
- Free/on-site parking
To apply for this role, please contact Katie Hydes at Grw Talent.
Senior Customer Service Partner employer: GRW Talent limited
As a Software Development Engineer at our Livingston location, you'll join a dynamic and innovative team within a global multinational company that values creativity and collaboration. We offer a flexible working pattern, allowing you to balance on-site and remote work, alongside a comprehensive benefits package that includes performance bonuses, private medical insurance, and opportunities for professional growth. Our supportive work culture encourages continuous learning and development, making it an excellent place for those seeking meaningful and rewarding employment in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Partner
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GRW Talent limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GRW Talent limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Partner
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GRW Talent limited:Your cover letter is your chance to shine! Tell us why you want to work at GRW Talent limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GRW Talent limited!
How to prepare for a job interview at GRW Talent limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
