Job Description

Job Description

Purpose of the Job:

Entry level position responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and operations teams. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues. 

Key Responsibilities and Outcomes: 

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times. 
• Ensure the integrity of any data input and maintains records as required.
• Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling).
• Respond professionally and accurately to all other customer queries within agreed timescales. 
• Use existing procedures and policies to solve routine or standard problems. 
• Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries.
• Manage status report submittals on a recurring basis as required by the customer. 
• Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment. 
• Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements. 
• Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution. 
• Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed. 

Qualifications

Essential:

• 2+ years' experience in relevant/similar role
• Strong Customer Service experience

Desirable:

• Degree, qualification or equivalent 
• Experience of flow control industry or similar 
• Experience in using Enterprise Resource Planning (ERP) Systems 

Personal Specification: 

Essential:

• Role model for Rotork DNA behaviors in all aspects  
• Strong leadership qualities and customer focused attitude  
• Good communication and interpersonal skills with a strong customer focus. 
• Able to multitask and effectively manage differing priorities as they emerge. 
• Works both independently and effectively as part of a wider team. 
• Builds strong relationships with customers and other internal departments to ensure customer satisfaction through delivering consistent and reliable support. 
• Strong attention to detail and the ability to work under pressure. 
• Proactive approach to challenges with a focus on finding solutions. 
• Able to manage and lead change in a dynamic environment.  
• Understands what impact decisions have on a business performance – demonstrates good commercial awareness. 

Desirable:

• Technically proficient in IT programmes such as ERP Systems (MTMS, Global Shop), CE, D365, SharePoint, Microsoft (basic knowledge of Outlook, Word, Excel) 
• Up to date on market trends and emerging technologies to respond effectively on changing customer needs. 

#HP #li-hybrid

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business

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