Job Title: Customer Support Representative
Location: Port Talbot
Employment Type: Permanent
Working Hours: Monday - Thursday 8.30 - 5pm, Friday 8.30 - 3.30pm
Salary: £26,265
Candour Talent Recruitment are currently recruiting for a Customer Support Representative to join our well-established client based in the Port Talbot area. This role presents a unique chance to become a part of a dedicated team within a well-established manufacturing company.
Job Description:
The Customer Support Representative provides first-class customer service to both internal and external, new, and existing customers. Has the ability to perform duties within the Proposal Team, Customer Service Team, and Project Team.
Key Responsibilities:
1. Receive customer RFQs. Review the RFQ, reroute/decline, or take forward for quotation.
2. Acknowledge the quotation and enter into dialogue with the customer, as required, to establish and meet customer expectations.
3. Register the incoming RFQ, assess the commercial implications, and assess the technical requirements of the customer.
4. Conduct RFQ technical assessments including review of project specifications, technical drawings, piping class data sheets, or data detailed in emails.
5. Verify MTO combinations for content.
6. If the technical assessment indicates that the data is sufficient to quote, then the process is started; alternatively, send the technical content to engineering for their review and input.
7. Build quotations requiring communications with the procurement department to establish material or subcontract pricing specifications.
8. Establish and verify manufacturing routing data to price.
9. Input quotation data onto the SAP system, establish margins, and verify generated pricing against historic pricing.
10. Liaise with production personnel regarding production capacity and timeframes.
11. Prepare quotation package for internal review approval.
12. Submit quotation package to customer and enter data into records database.
13. Maintain a high level of professionalism in all aspects of customer communications.
14. Resolve customer scope or supply queries during the quotation process, supported by engineering, production, or procurement departments, as appropriate.
15. In the event of a purchase order (PO), verify the PO against the quotation; ensuring all relevant information is complete and accurate.
16. Prepare the PO handover package for the project's execution team in readiness for manufacture.
17. Self-manage and prioritize the quotations that have been assigned; ensure a timely response to quotations.
18. Contribute toward the improvement of the Proposal Department, company standards, practices, and procedures.
19. Some overtime may be required to maintain throughput in the event of high workloads.
Requirements:
1. Control the order process for regular business and projects for the site.
2. Hold weekly project/order review meetings, ensuring that all actions are complete in line with the project plan.
3. Provide a Status Report with summary sheet indicating weekly progress, any areas of concern, and the plan for the coming week.
4. Provide a single point of contact, dealing with all relevant issues.
5. Monitor lead-time, project/order status, and keep the customer informed as necessary.
6. Liaise with the dispatch department to ensure prompt and correct dispatch of orders.
7. Enter sales orders onto the computer system (in conjunction with the Technical Support Engineer).
8. Monitor the status of orders from the project teams, identifying slippages and ensuring that recovery plans are in place and achieved.
9. Liaise with other internal departments as required to resolve customer order-related issues and maintain departmental plans.
10. Maintain good housekeeping of the work area.
Qualifications:
1. Good understanding of manufacturing processes, materials, and procedures.
2. Capability to relate to these processes when dealing with client quotations and expectations.
3. Capable of understanding technical drawings, data sheets, and specification documents.
4. Confident and effective communicator; able to communicate professionally with customers, colleagues, and peers at all levels.
5. Able to quickly take ownership of customer requirements and make decisions using available tools and resources.
6. All-round team player, able to integrate with the team and offer support.
7. Self-motivated, able to work well under pressure and meet set deadlines.
8. Attention to detail; able to work with figures and calculations accurately.
9. Excellent organization and time-management skills.
10. Confident and competent user of standard Microsoft Office packages; SAP experience an asset.
11. Foreign language skills are an asset due to the international customer base.
The successful candidate will have the opportunity to leverage their skills and expertise in a stimulating work environment while contributing to the continued success and growth of the organization. If you are a motivated professional seeking to take the next step in your career journey, we encourage you to apply today!
How to Apply:
Contact Number: (phone number removed)
We thank you for considering Candour Talent Recruitment for your career aspirations and encourage you to continue exploring opportunities with us in the future. Good luck with your application!
Who are we at Candour Talent?
At our award-winning recruitment agency, we pride ourselves on building strong connections with both our clients and candidates. We operate as both a recruitment specialist for permanent recruitment and a recruitment business for the supply of temporary workers, ensuring that we can effectively meet the diverse needs of our clients and candidates.
Rest assured that when you apply for a role through Candour Talent Recruitment, your details will be handled with the utmost confidentiality and in accordance with our Candidate Privacy Information Statement.
While we strive to respond to all applicants promptly, please note that only candidates with the relevant skills and experience will be contacted for further consideration.
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