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- Tasks: Support customers and sell after-sales products while ensuring a fantastic ownership experience.
- Company: Join a dynamic team focused on delivering exceptional customer service in the UK.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values relationships and personal development.
- Qualifications: 4+ years in aftersales; professional training preferred but not essential.
- Other info: Mentorship opportunities available for junior team members.
The predicted salary is between 30000 - 42000 £ per year.
Job Description:
Working closely with the other members of our service administration team you will be responsible for selling our after-sales products in a defined region. Ensuring our customers have a wonderful ownership experience.
Commercial
As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:
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Seeking to recover lost business and penetrate competitor accounts.
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Develop a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.
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Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
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Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
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Grow the number of contracts in your territory by encouraging customers who normally operate under ‘book and bill’ to purchase a contract
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Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
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Develop a solid understanding of Instron service’s products
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Take on the responsibility and assume the lead for specific projects and be prepared to present at the monthly catch-up’s
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Mentor the more junior or less experienced team members
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Act as a backup for your administrative focused colleagues as and when required.
Administration (as and when required)
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Process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable to close and invoice the chargeable calls generated above.
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Generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
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Set up all new Installations on the service system and generate the appropriate documentation for the service team.
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Generate and review all contract renewals and ensure the renewal is completed on time.
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Oversee the Extracare inbox
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Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
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Complete the necessary paperwork relating but not limited to NDA’s, accreditation etc. and involve legal expertise where required.
Key Competencies
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Customer oriented: create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
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Commercially aware: Become knowledgeable on all our products and have an understanding of the business requirements of our customers in order to be able to advise and sell our products to meet their needs.
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Customer Records Management: Be able to effectively maintain a customer records management system
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Self-starter: be pro-active and able to work with minimum supervision.
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Analytical and Challenging: challenges both upwards and downwards and across peer groups to solve issues
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Problem Solver: Take the lead on complex issues and negotiations.
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Relationship farmer and creator: Effectively engages with customers with a focus on building long term partnerships and seeks out new opportunities and converts competitor accounts.
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Computer literate: a good working knowledge of Microsoft Office
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Excellent Communicator: be able to communicate to varying audience both through verbal and non-verbal means.
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Team player: works well with others, contributes effectively and ensures team success.
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Organizational Agility: be well organized, able to navigate the organization as required to get the job done.
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Prioritization: be able to prioritize through the evaluation of open tasks and our customer needs.
Qualifications
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Professional training/qualification is preferred.
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4 plus years of previous relevant aftersales experience.
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Customer Experience Representative employer: Illinois Tool Works
Contact Detail:
Illinois Tool Works Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Representative
✨Tip Number 1
Familiarise yourself with our products and services. Understanding the ins and outs of what we offer will help you position yourself as a trusted advisor to potential customers, which is crucial for a Customer Experience Representative.
✨Tip Number 2
Network within the industry. Attend relevant events or join online forums where you can connect with professionals in the field. Building relationships can give you insights into customer needs and competitor strategies, which will be beneficial in your role.
✨Tip Number 3
Practice your communication skills. As an excellent communicator, you'll need to convey information clearly and effectively. Consider role-playing scenarios with friends or colleagues to enhance your ability to engage with customers.
✨Tip Number 4
Demonstrate your problem-solving abilities. Prepare examples from your past experiences where you've successfully resolved complex issues. This will showcase your analytical skills and your capability to handle challenges in a customer-focused environment.
We think you need these skills to ace Customer Experience Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and after-sales roles. Emphasise any achievements that demonstrate your ability to build relationships and grow business, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how you can contribute to the company's success. Mention specific examples of how you've successfully engaged with customers and grown contracts in previous roles.
Showcase Relevant Skills: Highlight skills such as problem-solving, communication, and organisational agility in your application. Use concrete examples to illustrate how you've applied these skills in past experiences, particularly in customer-facing roles.
Research the Company: Familiarise yourself with the company's products and services. Understanding their offerings will help you position yourself as a knowledgeable candidate who can effectively advise customers and meet their needs.
How to prepare for a job interview at Illinois Tool Works
✨Know the Products Inside Out
Make sure you have a solid understanding of the company's after-sales products. Be prepared to discuss how these products can benefit customers and how they fit into their business needs.
✨Demonstrate Customer-Centric Thinking
Show that you prioritise customer satisfaction by sharing examples of how you've successfully built relationships with clients in the past. Highlight your ability to understand their needs and provide tailored solutions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex situations. Think of specific instances where you've navigated challenges or turned around difficult customer interactions.
✨Exhibit Team Collaboration Skills
Since this role involves working closely with a team, be ready to discuss how you've contributed to team success in previous roles. Share examples of mentoring others or collaborating on projects to achieve common goals.
