Be a customer advocate and ensure the delivery of excellent customer service through communication and coordination with cross-functional work partners. Demonstrates the ability to work in a fast-paced environment at a high level of effectiveness using technical and problem-solving skills. Build rapport with customers to gather feedback on improvement opportunities and initiates actions related to those opportunities. Self-starter with the ability to enhance the customer experience and assure service level KPIs are met or exceeded.

• Efficiently process quotes and sales orders, and resolve incoming customer inquiries, via phone, email, website chat within established guidelines and KPIs for each functional area - 50%
• Manage backlog for assigned regions following the established backorder policy - 30%
• Order/project management of critical quotes and orders - 10%
• Identify and help implement process improvements within the Customer Service function that increase customer satisfaction - 10%
• Organize and track distribution agreements
• Support pricing strategy by tracking stock quotes
• Coordinate purchasing task from main supply and third-party vendors
  
  

Responsibilities

• Provides information on product delivery, availability, pricing, and specifications. Ensures that pricing adheres to SSI policies and any negotiated agreements
• Reviews, interprets and provides recommendations to management on customers’ legal requirements for purchase orders, price agreements, nondisclosure agreements, etc.
• Coordinates substitutes, alternative products, and logistics to satisfy customer required ship dates
• Communicates with technical staff and vendors to gather needed information for quoting/proposals and job requirements
• Exemplifies the company’s commitment to excellence in service with effective communication addressing customer needs through setting accurate expectations and follow-up
• Handles all incoming issues and resolves them using smart customer-focused decision-making skills
• Proficiency in product sizing/selection at Tier 1/Tier 2 levels while collaborating on product selection and alternative offerings to satisfy customer requirements
• Exercises independent judgment to resolve customer issues such as product application issues, substitute product recommendations, securing third-party supplier quotes, and alternative shipping methods
• Design, configure and troubleshoot solutions when necessary
• Translate customer applications into defined requirements and product specifications
• Effectively manages and delivers an elevated service level to strategic customers
• Anticipates and where appropriate, mitigate any issues before they can negatively impact the customer experience
• Leads and manages extensive quote/order tracking while project managing
• Attends daily MFG meetings, representing Sales, and reports to the team
  
  

Requirements

• Bachelor’s degree in engineering, Business Administration, Marketing, or a related field.
• Equivalent education and relevant experience will be considered in lieu of a degree.
• 5+ years of Inside Sales/Customer Service experience in a manufacturing environment.
• Strong commercial aptitude and a sense of urgency.
• Demonstrated computer proficiency in current Microsoft Office programs.
• Proficiency in presentation and graphics software.
• Experience with Adobe PDF, Salesforce CRM, and call center software is strongly desired.
  
  

About Us

Steam Thermal Solutions is one of four businesses within Spirax Group, with global coverage across 67 operating units (called OpCos). These OpCos are organised into four Divisions: EMEA, APAC, Americas, Gestra. We acquired Gestra five years ago and since then have operated it as its own business, and as such, we operate two brands, Spirax Sarco and Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.