Customer Experience Representative
Illinois Tool Works · High Wycombe
Job Description:
Working closely with the other members of our service administration team you will be responsible for selling our after-sales products in a defined region. Ensuring our customers have a wonderful ownership experience.
Commercial
As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:
Seeking to recover lost business and penetrate competitor accounts.
Develop 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.
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 UK service, 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 be prepared to present at the monthly catch-up’s
Mentor the more junior or less experienced team members
Act as a backup for your administrative focused colleagues as and when required.
Administration (as and when required)
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.
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.
Set up all new Installations on the service system and generate the appropriate documentation for the service team.
Generate and review all contract renewals and ensure the renewal is completed on time.
Oversee the Extracare inbox
Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
Complete the necessary paperwork relating but not limited to NDA’s, accreditation etc. and involve legal expertise where required.
Key Competencies
Customer oriented: create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
Commercially aware: Become knowledgeable on all 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.
Analytical and Challenging: challenges both upwards and downwards and across peer groups to solve issues
Problem Solver: Take the lead on complex issues and negotiations.
Relationship farmer and creator: Effectively engages with customers with a focus on building long term partnerships and seeks out new opportunities and converts competitor accounts.
Computer literate: a good working knowledge of Microsoft Office
Excellent Communicator: be able to communicate to varying audience both through verbal and non-verbal means.
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.
Qualifications
Professional training/qualification is preferred.
4 plus years of previous relevant aftersales experience.
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