Customer Service Advisor

at  Ecolab

The Customer Service role will primarily be responsible for providing high-level office-based point of contact for our customers in UK and Ireland and our European Distributor network as well as supporting the UKIE sales team.
This role will report to the Customer Service Manager, BQ Europe

• Working closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world class team.
• Ensuring that all enquiries are handled effectively, in a timely manner and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
• Working with the technical support advisors in the teams, plus the scheduler to ensure that service levels are met in line with contractual obligations
  There are three key areas covered by the Customer Service supporting all customers:

Quotes, Orders and part requests

• Ensure that all quotes and orders are processed accurately and in a timely manner for spares, engineer work and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly.

Non-conformance reporting (NCR)

• Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved.
• Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales.

Other typical duties include:

• Carry out customer satisfaction surveys.
• Adhering to the team key performance indicator goals and helping the whole team to meet these.
• Provide feedback on processes to drive continuous improvement.
• Working with our production team to ensure parts are correctly dispatched/ returned as appropriate, relating to technical request and return for repair

Area of Focus

• Each Customer Service Specialist will be given a specific area of focus and to become a champion on, for example, contracts, capitol equipment, RMA’s, etc. These will change to ensure cross training and coverage for holidays, etc.