Avery Weigh-Tronix

Customer Service Generalist

Objective of role:

This role involves working within the UK Direct Business to provide first class customer service to a broad portfolio of customers across a wide range of market sectors.

Main Duties and Responsibilities:

Receive and process requests from customers and colleagues via all incoming communication streams
Proactively and reactively escalate service work to meet service level agreements
Qualify customer requirements and reduce customer downtime through scripted questioning
Liaise regularly with customers to provide real-time status reports on currently active work, and all matters relating to any Maintenance Agreements
Calibration Cert Requests, to create, manage and process amendments to all forms of Calibration Certificates both electronically and hard copy i.e. ‘UKAS’, Standard and all others as required, including third party certificates
Contract amendments (premium and non-premium), Amending Maintenance Agreements as required in an efficient and timely manner, including raising of Invoices and Credit Notes
Renewals (inbound queries)
Work alongside other members of the Service Division to drive productivity in the field
Identify optimum times within the workload and resource schedules to make appointments that meet customer requirements
Purchase order requirements
Renewal payment calls to customers
Prioritise entire workload in order to make maximum use of resource whilst ensuring the company’s commitment to service level agreements.
To maintain all Contract Database information confidentially including but not limited to; entering new Service Agreements, raising preventative maintenance/calibration visits, invoicing and providing confirmation to customers
Maintaining accurate electronic and paper based contract records
Participate in ITW Toolbox activities
Cover and support other roles and responsibilities within the UK Direct Business
Carry out other duties deemed appropriate by your team leader in line with your skills and experience

Person Specification:

The ideal candidate will demonstrate the following attributes:

Strong focus on quality customer service with a natural desire to meet and exceed customer expectations
Enthusiasm to learn, continually improve and use knowledge to help others
Ability to work to tight deadlines
Methodical approach to planning and organising
Effective self-management and focus
Excellent communication skills, both written and verbal, with internal and external customers
Eager and willing team player with a positive attitude who also feels able to work independently
Ability to own and prioritise workload with an aptitude for multitasking
Process driven with the confidence to raise queries to aid efficiency
Calm and focused when working in a pressurised environment
Ability to learn quickly and use knowledge in decision making whilst accepting the need to adapt to changing circumstances
Computer literate with a sound working knowledge of Windows based applications

Competencies:

Individual Contributor	Description
Strategically Positions Business to Win in Markets	Contributes to the strategic direction of the business Basic understanding of the enterprise, functional, and divisional strategies Understands how his/her role contributes to business success Knows when and how to escalate issues to appropriate parties
Delivers Results	Completes projects effectively, efficiently, and within budget Works collaboratively and partners well with others Communicates with clarity and respect for teammates Critically reviews processes to identify opportunities for improvement
Develops and Manages Talent	Seeks development, mentoring, and training from managers and more senior employees Shares skills and knowledge with teammates Maintains good working relationships through demonstration of appropriate interpersonal skills Helpful and supportive in team interactions
Leads Effectively	Motivates others to work hard through their own example Learns from mistakes and open to feedback Understands the importance of self-awareness and seeks to understand his/her strengths and weaknesses Displays personal composure under pressure Acts ethically and with integrity in all dealings Holds self and others accountable for living the ITW culture and values

Make an Application

To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
Avery Weigh-Tronix is an Equal Opportunities Employer.