Manager, Customer Service in Eastleigh

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines: Metcal electronics bench tool solutions and Techcon dispensing Systems. We have facilities in Cypress, California (US), Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated to putting customers first, having an entrepreneurial mindset, cultivating relationships, and never compromising on integrity.

Job Summary

Working as a critical part of the OK International European Internal Sales team you will have a varied role including customer relationship management, customer services and sales administration, data input, data cleansing. Support our sales representative based in the UK, France, Germany and England. Build solid, long‑term relationships with our customers and distributors. Maintain the company’s reputation by consistently meeting and exceeding the customer’s expectations. Communicate customer feedback to help us constantly improve our service.

Job Duties

• Respond to incoming calls and demand from potential customers for information about products and services.
• Help to develop opportunities by assisting potential and existing customers in determining appropriate products or services to purchase.
• Liaise with the sales team and Technical team when necessary.
• Forward new leads to our sales representatives and, if applicable, distributor channel in order for them to generate new sales opportunities.
• Respond and proactively call existing customers regarding requests and questions about our service, products and their account information.
• Analyse and rectify customer concerns using established procedures.
• May use a computer to access and/or update customer records.
• Provide administrative support to our sales representatives based in the UK, France, Germany and India.
• Uses computer to produce reports and other documents.
• Follows general instructions for desired format of work.
• Monitors customer requirements to ensure on‑time delivery or to advise of changed due dates.
• Communicates schedules and deadlines to all customers.
• Perform and document Know Your Customer and Visual Compliance searches on potential new customers.
• Oversees administrative procedures and processes for assigned area.
• Act as an administrative liaison with internal and/or external sources.
• May receive incoming telephone calls for a department or organization, obtains caller's name, and forwards call to appropriate person or takes a message.

This description is not exhaustive and may change over time as requirements and circumstances change.

Functions

• Manage information sourcing and data management.
• Sales lead follow‑up and qualification.
• Supply first‑line Technical/Sales Support.
• Providing detailed quotations.
• Supply price and delivery information.
• Manage distributor shipment schedules, express shipments, carriers, ship completes, ship lists, dispatch instructions.
• Manage order discounts for end users and distributors.
• Manage returns for Warranty and Repairs.
• Open new customer account and perform all necessary checks.
• Manage invoice queries – pricing, short shipments, wrong goods shipped, wrong items ordered.
• Manage back‑order queries – expediting and informing customers of changes.
• Assist with daily and monthly reporting on late items and CS activities.
• Manage broad line accounts – RS portal.
• Customer visits – in rare circumstances some travel may be required.
• Attendance at seminars, exhibitions, and conferences may be required.
• Ensure product knowledge is up to date.

Work Experience Requirements

• Previous Customer Service Experience, ideally within a manufacturing and/or a distribution environment.
• Previous Sales Administration Experience, ideally within a manufacturing and/or a distribution environment.
• Excellent verbal and written English.
• Proactive and Self‑motivated.
• Accuracy.
• Proficient in Word, Excel and Outlook.
• Used confidently in‑house order booking systems or other ERP systems.

Desired Skills

• Fluent spoken and written French/German highly desirable.

Work arrangement: Onsite.

Pay range: - annually.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job function: Customer Service.