Customer Support Agent in Walsall

Overview

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile.

With more than 28,000 employees, we solve problems that impact customers across industries, from food production and medicine to clean water and green mobility.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. If that’s you, we’d love to have you join us!

Role

Lektronix is a Rockwell Automation business, a complete solutions provider for industrial automation needs, delivering technical excellence and strong customer service worldwide.

We invest in and continuously develop within the market.

We are looking for a

Customer Support Agent .

Customer Support Agent , you will focus on managing relationships with existing customers while supporting the external sales team in expanding the customer base.

You will act as the main point of contact for customers and deliver excellent service through phone and email communication, handling inquiries, providing updates on ongoing orders and repairs.

Additionally, you will prepare quotations, process invoices, and arrange collections.

You will achieve sales targets, maximize the potential of assigned accounts, and ensure customers rely on Lektronix for their spare parts and repair requirements.

Working with an external salesperson, you will support customers across a wide range of manufacturing industries, from small businesses to large multinational organizations.

You will report to the Customer Service Team Lead.

You will be based in West Midlands.

Responsibilities

• Achieve sales targets and manage a geographical area to maximise its sales potential.
• Maintain customer relationships.
• Maintain relationships across Lektronix's key accounts.
• Satisfy customers with our services and manage their expectation levels successfully.
• Assess and price all repair and supply jobs, taking into account individual customer needs and future potential.
• Develop, update and maintain a database of existing and potential customers.
• Coordinate and follow-up on existing leads; initiate contact, generate new leads and bring on new customers in an effective and structured manner.
• Interface with customers, providing information on price and availability, delivery expectations, ability to expedite orders, and delivery tracking.
• Provide regular information to assist management with decision-making; make recommendations on business development activity.
• Assist with after-sales queries, investigate customer complaints, and ensure they are dealt with to the customers' satisfaction.
• Work closely with our workshops, escalating issues and relating feedback to customers.
• Engage other Customer Services personnel, Regional Sales Managers and/or the Commercial Manager in the specific selling/approach for certain customers.
• Provide information to support effective management of the business to all levels.
• Identify key issues from information gathered.
• Demonstrate behavior in accordance with Rockwell Automation values and act with integrity in all areas.

Essential qualifications

• At least 1 year of experience in Customer Care
• Preferred qualifications
• Experience providing detailed troubleshooting and resolutions to users
• We offer
• Comprehensive mindfulness programmes with a premium membership to Calm
• Volunteer Paid Time off after 6 months of employment for eligible employees
• Employee Assistance Program
• Personalised wellbeing programmes through our On Track programme
• On-demand digital course library for professional development
• A collaborative, high‑performance engineering environment that values innovation and continuous improvement.
• Opportunities for ongoing learning, certification, and global exposure.
• Great compensation package and benefits aligned with Rockwell Automation's global standards.
• Other attractive local benefits
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