Technical Customer Service Representative

Newcastle, NSW About James Walker James Walker is part of the James Walker Group of Companies, who are a successful global Industrial organisation supplying high performance sealing products and solutions. With state-of-the-art material technology skills, the James Walker Strategic Business Unit (SBU) of the James Walker Group specialises in the provision of sealing solutions (elastomers, polymers, composites, engineering plastics, high nickel alloys). Our worldwide group of companies has operations, sales and service entities across Europe, Middle East, India, Australia, New Zealand, SE Asia, South Africa and North and South America Your Role As a Customer Service Representative you will work as part of a focused and successful sales team, to exceed sales targets and KPI’s . you’ll provide internal commercial support to the field sales team to ensure our customer’s expectations are met and service levels exceeded. Key Responsibilities

• Co-ordinate the day to day management of customers, generate, manage & convert sales leads following set processes and utilizing key systems such as OPT
• Identify and achieve profitable sales opportunities
• Prepare commercial proposal’s (quotations/tenders etc.) in line with customer deadlines or within an agreed timeframe
• Receive inbound calls and build effective customer relationships and loyalty to ensure excellent levels of customer service are provided at all times
• Build strong customer relationships using a range of communication methods. Understand customers’ business needs and address any issues following upon sales opportunities
• Actively manage any customer complaints and ensure these are resolved to meet/exceed customer expectations
• Ensure the smooth transition to the Business Development Manager (BDM) where sales opportunities for new or existing business can’t be progressed via the telephone
• Initiate outgoing customer calls with prospective clients to establish qualified appointments for members of the field sales team
• Partner and work closely with key members of the field sales team to provide sales support and prospecting opportunities, including data gathering and follow up
• Proactively prioritise workload in line with the Core product, core sector core geography
• Respond to all cancellation requests, claim handling and follow standard operating procedures and escalation policy as appropriate
• Attend sales meetings and participate in learning and training opportunities when appropriate to continuously build customer services and sales knowledge
• Proactively follow up quotations to determine the status of James Walkers proposal’s and convert opportunities to orders
• Assist in market research and prospecting activities to generate new customer sales Make commercial judgments to negotiate and convert opportunities
• Contract review orders received and communicate contractual requirements to the manufacturing division.
• Be able to use IT systems effectively and in line with company procedures
• Liaise with key stakeholders to ensure customer specifications are adhered to.

About YouPreferred Skill & Experience

• Previous experience in working in manufacturing background

Essential Skill & Experience

• IT skills; Word, Excel & Powerpoint IT
• Working in customer service / sales orientated background.

Preferred Qualifications

• Engineering-related qualification
• Formal recognised sales qualification (or working towards), e.g. ISMM

Essential Qualifications

• Minimum Maths and English qualification (e.g. GCSE, Baccalaureate, School Diploma)

Job Types: Full-time, Permanent Work Location: In person