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Graduate Engineering Customer Interaction Agent

Location
East Midlands, Northamptonshire
Salary
£21,000
Sector
Engineering
Degree Discipline & Classification
Degree educated within Mechanical/Electro-Mech/Electronic Engineering
UCAS Points
N/A
Job Ref
TGR 1923

About Our Client

An international dynamic process automation engineering group that acts from a holistic perspective. They take responsibility for their actions globally and locally, and want to contribute to the quality of life and conservation of resources where they operate with new technologies, knowledge and education.

Around 20,100 employees worldwide pursuing a common goal: the maximum productivity and competitiveness of their customers in factory and process automation.

Roles & Responsibilities

  • Ensure the Agent meets the targeted service levels as defined with the department Balanced Score Card by being available to service all incoming and outgoing telephone, fax or email requests throughout our business open hours. Continually prioritising workloads to protect and maintain department KPI’s Service and customer satisfaction levels at all times.
  • Takes care of standard order and quotation processing by telephone (mainly during call) and pro-actively challenge these to find added value for customer, ensures all opportunities are followed through to completion.
  • Follow up of quotations created to convert to an order at the earliest convenience.
  • Pro-actively identify “business opportunities” to find added value for customers and the business, Consult the customer in application issues and provide references to create added value.
  • Run assigned daily reports to identify proactive outbound call opportunities and / or order delay issues working with the customer to find the best possible outcome or alternative products.
  • Able to Negotiate and create value propositions based on agreed customer needs.
  • Uses technical engineering knowledge and the range of the businesses products and services to identify the most appropriate products and applications for the customer
  • Have a detailed understanding of customer markets and competitors
  • Support the Sales Teams with defined projects as required.
  • Work closely with the customer, sales teams and other internal functions to ensure any enquiry or complaint is dealt with professionally and at the earliest opportunity.
  • Ensure work is accurate and to the highest standards of quality in relation to all aspects of the work and activities that are undertaken, whilst ensuring all company policies, processes and guidelines are adhered to.
  • The Care Agent is expected to seek, accept and actively participate in all development opportunities provided.

Skills Required

  • Degree educated within Mechanical/Electro-Mech/Electronic Engineering – with proven experience in a technical field
  • Articulate
  • Highly driven and self-motivated
  • Reliable with good Time Keeping
  • Previous experience of successfully working in an inbound /outbound customer service or account management sales telephone environment
  • IT literate with good working knowledge of Microsoft office, especially Excel
  • Excellent verbal and written communication skills
  • Attention to detail
  • Organised
  • Target driven to succeed
  • Flexible /Adaptable with the ability to work under pressure
  • Be a team player
  • Reliable and trustworthy
  • understands and effectively uses core IT tools such as office, SAP, BI and SharePoint in support of their responsibilities

Benefits

  • Private Healthcare Scheme
  • Permanent Health Insurance
  • Death in Service Scheme
  • Employee Assistance Programme
  • Group Personal Pension Scheme
  • Sponsored Development
  • Childcare Vouchers
  • Employee Recognition

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