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This job is no longer availableCustomer Care Representative
Hours:37.5hrs per week Mon to Fri 08.30 17.00
Salary:£23,408 per annum
You will join the UKI Customer Care team, responding to both internal and external customer queries via the telephone and email. Giving a friendly, efficient and professional service at all times. Working office hours, Monday to Friday, you will be based out of our head office in Penrith but have the choice to work from home two days a week.
Who are Nilfisk
Established over a 100 years ago we are a global company specialising in premium cleaning products. Our main product lines in the professional market are floorcare equipment, vacuum cleaners and high-pressure washers but also offer a wide range of domestic vacuum cleaners and high pressure washers to consumers worldwide. We offer innovative products and solutions and we strive to be at the forefront of technological advancement to drive future customer needs.
Essential Responsibilities of the Role
Order Management / Front line support
Management of incoming Sales & Service enquiries & orders leveraging data in ERP (SAP/LN), CRM (SFDC) and Online tools (E-Commerce).
Follow-up within the Order to Cash process proactively informing customers of deviations from agreed SLA's.
Contact person / commercial partner
Support all Nilfisk customers with O2C process challenges.
Be an ambassador for the Nilfisk Self Service channel (E-Commerce).
Seek commercial opportunities, escalating sales / service leads as required.
Develop knowledge of key customers, building meaningful relationships and driving trust in key competencies.
Provide basic level technical support to all types of customer, escalating as required.
Administrative tasks
Support the outsourced admin team and escalating deviations from agreed SOP's as required.
Local admin tasks as required.
Be a daily user of SAP, SFDC, SMAX and any other system required to complete the role.
Your new team
You will be joining a diverse and synergistic team of 9 that are really passionate about delivering an exceptional experience to our customers. You will be supported by both a Team Leader and the Head of Customer Care who will ensure you are equipped with the right tools and support the prosper.
Why join us
Working for a Global Organisation you will benefits from working alongside colleagues from across the world with access to a host of training and development opportunities. We want all our employees to be empowered to speak their minds to lead, collaborate and innovate a cleaner future. Others benefits you will receive include:
Enrolment in the SimplyHealth Plan to help cover medical, dental and other health costs and access to GP and mental health support 24/7
Company pension scheme and annual leave allowance
Staff Discount on consumer products
Death In Service
Free parking
Free tea and coffee
Opportunities for Hybrid working.
Annual Merit award
No weekend working Office hours Mon-Fri
What you will need
Good IT skills - You will be required to use multiple IT systems to gather the required information for the customer, full training will be given
Be able to act reliably and ethically - Written and verbal fluency in English
Be a problem-solver
Experienced in meeting customer's needs - Working knowledge of ERP system (preferably SAP or LN for US) & SFDC/SMAX
Be able to cope with setbacks
Have good attention to detail
Interested?
If this could be your next career step, please apply by clicking on the apply button. We will assess applications as they come in and could close the advert early.
What happens with your application?
We will look at your application and contact you for a phone interview if relevant. Hereafter, if there is a mutual match, we will invite you to an interview with the hiring manager and potentially a colleague. The 2nd interview will be with an HR representative together with the manager where the focus is on a feedback session on a personality assessment and aptitude test. In some processes, we add a case instead of an aptitude test.
