Customer Experience Representative

Instron specializes in the manufacturing, marketing and maintenance of testing machines intended to evaluate the mechanical properties and performance of materials. Instron has more than 1,200 employees worldwide with 25 sales and service offices across every continent. Our employees speak your language in more than 40 countries, allowing us to communicate with our customers and provide unrivalled customer service and support worldwide.

Working closely with the other members of the service team you will be responsible for ensuring our customers have the best ownership experience possible.

Commercial

As part of the Customer support team, take primary responsibility for supporting and growing the business by:

• Developing a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
• Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
• Seek to recover lost business from prior years well in advance of their normal renewable date
• Grow the number of contracts in your territory by encouraging customers who normally operate under ‘book and bill’ to purchase a contract
• Understand the financial position of the Service business in your country, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
• Develop a solid understanding of Instron Service’s products
• Take on the responsibility and assume the lead for specific projects and including presentation to internal and external stakeholders

Administration

• To process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable to close and invoice the chargeable calls generated above.
• To generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
• To set up all new Installations on the service system and generate the appropriate documentation for the service team.
• To generate and review all contract renewals and ensure the renewal is completed on time.
• Ensure that the Service Management software systems are maintained with the correct customer information.
• Carry out general administrative duties as required.

Carry out any other ad hoc duties, as requested, in line with the requirements of the role,to support the Service department and wider business.

KEY COMPETENCIES

• Customer oriented : Highly responsive to customer needs, adding value and enhancing the working relationship.
• Commercially aware : Become knowledgeable on all of our products and have an understanding of the business requirements of our customers in order to be able to advise and sell our products to meet their needs.
• Customer Records Management : Be able to effectively maintain a customer records management system
• Self-starter : be pro-active and able to work with minimum supervision.
• Computer literate : a good working knowledge of Microsoft Office.
• Excellent Communicator : Be able to communicate effectively to varying audiences through both written and verbal means in Dutch and English(French would be desirable).
• Team player : works well with others, contributes effectively and ensures team success.
• Organizational Agility : be well organized, able to navigate the organization as required to get the job done.
• Prioritization : be able to prioritize through the evaluation of open tasks and our customer needs.

• School qualification or office-based apprenticeship.
• Additional business professional training/qualification is preferred.
• Previous relevant experience in a similar role.
• Good verbal and written communication skills in Dutch andEnglish. French would bedesirable.