Customer Service & Sales Executive

at  LGC Group

Company Description
LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Job Description

• Job Purpose

The role incumbent is responsible for the production of quotations into the relevant system within agreed timescales and to advised criteria, predominantly for existing customers. Follow up of quotations raised to increase conversion to order outcomes. Escalation of new customer enquiries to the relevant Sales Team. The handling of none technical response to enquiries and escalation of such enquiries to the correct Team.
Handling, management and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates and customer purchase order fulfillment requirements.
It includes meticulous and correct handling of controlled substance inquiries and orders, following the existing guidelines when applying for import permits or export licenses, handling of products that fall under the “commodities control act”, close cooperation with authorities as well as our controlled substance team, and compliance team.
The required outcome is continuity of the highest level service experience for customer managed orders from the point of order entry to delivery and payment.

Qualifications

• Person Specifications
• Experience of working in a sales support environment with quotation & order entry exposure.
• Customer focused, both internal and external customers.
• Can do attitude and willingness to go that extra mile.
• Excellent telephone manner and communication skills.
• Attention to detail and accuracy.
• Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.
• Team Player, supportive of colleagues.
• Ability to work under pressure to meet deadlines
• Organized and able to perform under pressure.
• Good written and oral skills Essential.
• Experience using a CRM system and supply chain management process system.
• Experience in using ERP systems such as PASTEL, SAP, ORACLE, SAGE etc

• To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by LGC.
• To ensure that all customer price requests received are responded to by production of a formal quotation and quotations are followed up within agreed timescales and conversion rates.
• To respond to “Tender” requests which are not being managed by the Business Development Teams or Product Application Specialists.
• To push LGC manufactured products in the production of quotation requests for 3rd party products.
• To ensure that all customer orders received are entered correctly into the Pastel system on the day of receipt or within agreed timescales for order type and that the customer receives an email notification on release of the order.
• To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are and customers informed of any delays in advance.
• To improve back-order management and up-dates to customers by monitoring and chasing Shipments and or suppliers on product delays.
• Communicating courteously with customers by telephone, email and Service Cloud ensuring queries outside the remit of order entry or your level of expertise are escalated to the appropriate team.
• To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
• To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained and issues escalated to the Manager.
• To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
• Taking responsibility for ensuring that customer expectations are exceeded against response KPI’s.
• To actively promote the Webshop to all customers
• To learn about LGC Standards products and services and keep up-to-date with changes

Qualifications

• Person Specifications
• Experience of working in a sales support environment with quotation & order entry exposure.
• Customer focused, both internal and external customers.
• Can do attitude and willingness to go that extra mile.
• Excellent telephone manner and communication skills.
• Attention to detail and accuracy.
• Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.
• Team Player, supportive of colleagues.
• Ability to work under pressure to meet deadlines
• Organized and able to perform under pressure.
• Good written and oral skills Essential.
• Experience using a CRM system and supply chain management process system.
• Experience in using ERP systems such as PASTEL, SAP, ORACLE, SAGE etc.