Customer Support Specialist - North Lanarkshire
Sales Cumbernauld, Scotland
Description
JOB DESCRIPTION
Job Title: Customer Support Specialist
Summary/Objective:
We are seeking a highly skilled and experienced Customer Support Specialist to join our team. The ideal candidate will be responsible for managing and enhancing customer relationships, ensuring top-tier service throughout the entire order process. The role involves addressing complex inquiries, solving challenges, and proactively meeting the needs of Samtec’s diverse customer base. You will be a key player in delivering an exceptional service experience, working closely with sales, marketing, and operational teams to streamline workflows, improve customer satisfaction, and drive continuous improvement.
Essential Functions/Responsibilities:
* Lead Customer Interactions: Take ownership of customer inquiries, offering detailed support for high-level issues, including Sales, eRegistration, MOQ, No Charge Order, and Sales Exception Maintenance Groups, ensuring quick and accurate resolutions.
* Advanced Pricing: Handle both basic and complex pricing requests, including quote renewals, pricing adjustments, and spreadsheet pricing, while providing clear and effective communication to customers regarding product costs and lead times.
* Order Management: Take proactive steps to manage the entire order lifecycle, from entry to shipment, including solving urgent order issues, expediting delivery, and identifying opportunities for improvement in the fulfillment process.
* Cross-Functional Collaboration: Work closely with Sales, Marketing, and Operations teams to resolve high-priority issues, support product knowledge initiatives, and streamline cross-departmental communication.
* Process Improvement: Identify process bottlenecks or inefficiencies and implement best practices to improve customer support workflows, contributing to a culture of continuous improvement and customer satisfaction.
* Customer Experience Excellence: Handle complex or escalated customer concerns and complaints with empathy, professionalism, and effective problem-solving, ensuring all customer issues are resolved in a manner that promotes long-term loyalty and satisfaction.
Required Experience:
* Extensive experience in a high-volume customer service environment, ideally within a technical or electronics industry.
* Strong expertise in pricing, order management, and customer communication with a proven track record of handling complex customer requests and resolving issues efficiently.
* Demonstrated ability to handle escalated issues and provide solutions that enhance the customer experience.
* Proficiency in Microsoft Office Suite, including advanced Excel, with the ability to create detailed reports and manage data effectively.
* Experience in CRM systems and order management platforms is highly desirable.
* Exceptional communication, organizational, and time management skills with the ability to manage multiple priorities in a fast-paced environment.
* Proven problem solver with a focus on creating win-win outcomes for both customers and the business.
Education:
* BS in Business, Supply Chain Management, or a related field is preferred.
* Relevant experience in customer service or technical support roles may substitute for formal education.
* Language Skills: English is essential; proficiency in a second European language is a strong advantage.
Other Essential Requirements:
* Must be able to demonstrate the right to live and work in the UK.
* Must be able to travel to the office in North Lanarkshire / be located within reasonable travel distance of the office.
* Hybrid working may be considered after a reasonable period of training.
* Must be willing to participate in background screening by an external provider.
Training:
* On-the-job training will be provided, but previous experience in a similar technical customer support environment is highly desirable.
* Specialized training in Samtec’s product offerings, sales systems, and customer service tools will be provided.
* Continuous training delivered as required to support ongoing development.
What We Offer:
* Full-time employment (early finish on a Friday)
* Hybrid working considered (after an agreed period of time)
* Pension
* Life insurance
* Generous holiday entitlement and additional public holidays
SAMTEC, Inc. is an Equal Opportunity Employer and committed to creating a diverse environment. All employment decisions at Samtec are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, national, social or ethnic origin, pregnancy or parental status, age, disability, sexual orientation, gender and/or gender identity/expression, marital status, past or present military service, family medical history or genetic information, or any other status protected by applicable laws.
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