Customer Service Representative

Customer Service Representative

Role Overview

The Customer Service Representative serves as the primary point of contact for customers, partners, and the external sales team within a company specialising in electronic components and related products. The role is responsible for delivering exceptional customer support, managing enquiries, preparing quotations, processing orders, and ensuring a seamless customer experience across multiple communication channels. A strong understanding of customer requirements and the ability to work within a fast-paced technical and manufacturing environment are essential.

Key Responsibilities

* Process customer orders accurately and efficiently via phone and email with minimal supervision.

* Prepare and manage quotations for electronic components, spare parts, and service requirements, including order receipt, processing, and tracking.

* Provide proactive support to customers, partners, and internal departments, demonstrating a strong sense of ownership, accountability, and urgency.

* Understand customer requirements and communicate product and service solutions clearly and effectively.

* Build and maintain strong professional relationships with customers through excellent service, technical awareness, and product knowledge.

* Resolve routine customer issues and escalations independently, aiming for first-contact resolution whenever possible.

* Provide customers with timely updates on quotation and order status.

* Answer incoming calls and direct enquiries to the appropriate department or individual when required.

* Maintain accurate customer records, pricing information, and order data within company systems.

* Support the sales and operations teams to ensure the timely fulfilment of customer requirements.

* Contribute to continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Skills and Experience

Essential Requirements

* Positive, proactive, and flexible approach to work with a strong "can-do" attitude.

* Previous experience in a customer service, customer support, internal sales, or sales administration role.

* Experience working within a manufacturing, engineering, electronics, or technical product environment.

* Strong customer-facing skills with the ability to build rapport and maintain professional relationships.

* Excellent communication, interpersonal, and organisational skills.

* Proficiency in Microsoft Office applications.

* Experience using Sage 200 or a similar ERP/business management system.

* Ability to manage multiple priorities while maintaining accuracy and attention to detail.

* An interest in or understanding of electronic components and technical products would be advantageous
Only candidates based in UK and eligible to work in UK are allowed