Job Description

Customer Service Representative
Location: Eaglescliffe, Teesside
Hours: 37.5 hours per week
Contract Type: Permanent
Salary: Up to 27,000 per annum (depending on experience)
About the Company:
Mersen UK Ltd are a global expert in electrical power and advanced materials, Mersen designs innovative solutions to address its clients' specific needs to enable them to optimize their manufacturing performance in sectors such as energy, transportation, electronics, chemicals, pharmaceuticals and process industries. Mersen UK Teesside Ltd is fully integrated into the and Divisions of Mersen and continues to be the centre of excellence for the design and manufacture of Graphite Cubic Block Heat Exchangers within the Mersen Anticorrosion Equipment Division.
The Role:
We are recruiting for a Customer Service Representative who will be based in our Teesside (Eaglescliffe) office working within the Customer Care Department. We are looking for an experienced Administrator and Customer Service professional with great attention to detail. Duties of the role (but not limited to) include:

• To communicate and update all customers via email and telephone.
• To collect information for the setting up of accounts and items.
• To develop relationships with key customers.
• To manage the quotation process and contract reviews.
• To coordinate communication between customers and inside the organisation.
• To issue monthly reports as and when required.
• To master incoterms and shipment regulations.
• To accuretly input data on to internal systems for order processing.
• To be proactive and forward thinking.

Person Specification:

• Any previous experience in Customer Service.
• Candidates must be educated to atleast GCSE level (Grade 4/C or above) in English and Mathematics or hold equivalent qualifications.
• A good understanding of Microsoft Packages.
• A background in Engineering or Manufacturing is desirable but not essential.
• French speaking would be desirable.

What Mersen UK Offer:

• 33 days holiday including bank holidays, 3 days of entitlement will be held to cover the Christmas shut down.
• Private Healthcare for all employees, after successful completion of the 12 week probationary period.
• Generous Pension scheme.
• Sodexo Benefits and Rewards Service, includes discount from many High Street Retailers and cashback options. This also includes an Employee Assistance Programme (EAP) available 24/7.
• Cycle to work scheme.
• Profit sharing scheme.
• Company Sick Pay.

Main duties

• Coordinates communication between clients, and/or subsidiaries and the site (delays, complaints, payment reminders, etc.).

Assessment indicator : Customer satisfaction rates

• Writes, prepares, sends price offers according to the rules in force and ensures that they are re-launched if necessary.

Assessment indicator : Deadline for submission of tenders

• Participates in contract reviews and applies the quotation grid.

Assessment indicator : Contract review compliance rate

• Creates new accounts and maintains data for existing ones.

Assessment indicator : Compliance rate of data

• Provides the necessary elements for reporting.

Assessment indicator : Reliability rate of reporting data

• Knows incoterms and shipment regulations.

Assessment indicator : Contract review

• Enters and tracks the customer order.

Assessment indicator : --
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Skills Required