Contracts Retention Advisor (Smethwick)

We are actively seeking a Contract Retention Advisor, to support our Customer Service Centre to deal with everyday customer service enquiries including;

• dealing with customer calls, workload planning and reporting on active work in the field
• contract base administration
• database management
• contract renewals and negotiations
• technician and technical ‘front-line’ call support

You’ll be working within our UK Service Business in a ‘front line’ support role. 

The ideal candidate will have previous customer service/sales experience, with an administration background delivering excellent customer service to both internal and external customers. 

You will be establishing our customers’ needs and handling objections in order to secure renewal of existing contracts, therefore strong commercial awareness and a proven record in contract retention and negotiation skills will be essential.  

This is a fantastic opportunity if you’re self-motivated, enjoy a fast-paced working environment, or are looking to take the next step in your career with one of the world’s leading suppliers of weighing solutions.

Company profile: Avery Weigh-Tronix is one of the world’s leading global suppliers of weighing solutions. With over 250 years of experience, the company designs, manufactures, markets and services a broad range of high quality industrial products and weighing systems. Owned by Illinois Tool Works (ITW), Avery Weigh-Tronix incorporates some of the best known and longest-established companies in the weighing industry.

Employment type: Permanent, full-time – 40 hours per week Monday-Friday with overtime opportunities

Salary range: Negotiable, dependent on qualifications, experience, skill-set and performance during selection process. You’ll also benefit from a competitive commission scheme for new contract signings, estimated additional earnings of £3,000.

Employee benefits: pro-rata26 flexible annual holiday days per annum, plus bank holidays, an enhanced Corporate ITW Company Pension Scheme (uncapped employee contribution levels with a huge 11% maximum employer contribution, as well as additional income protection insurance benefit of up to 70% of annual earnings), BHSF Health Scheme (employee funded healthcare programme available for dental, optical, physical therapies, hospital attendance and alternate care) and an Employee Rewards Package

Pre-requisites to apply: You must be eligible to work in the UK. You should also have achieved a minimum of 5 GCSE pass qualifications, or equivalent, to include Maths and English as well as a relevant NVQ.  2-4 years practical experience in a similar role within a service driven, customer-focused environment.

Personal specification: We are seeking;

• Excellent communication skills, both written and verbal, with internal and external customers
• PC literate with an excellent working knowledge of Excel and Word
• A positive and enthusiastic individual with a ‘can do’ attitude
• Strong focus on quality customer service with a natural desire to meet and exceed customer expectations
• Ability to own and prioritise workload with an aptitude for multitasking
• An efficient team-player with the confidence to work both independently and alongside all peers in the field and at head office
• An inquisitive thinker who possesses strong enthusiasm to learn, in order to continually improve and harness the best technical knowledge available at all times
• A good networker who enjoys interacting with people at all levels to build strong team-working relationships, both internally and externally
• An individual with high attention to detail in order to maintain the highest quality and service delivery standards
• Able to remain calm and focussed when working in a pressurised and fast-paced environment
• A ‘lead by example’ champion for Health & Safety in the workplace where you seek to continually improve safety best-practice in everything you do

Main duties and responsibilities:

• Assisting the Contract Managers to stabilise the Contract Base and increase where possible.
• To maintain the Contract Database entering new Service Agreements, raising preventative maintenance/calibration visits, invoicing and providing confirmation to customers via our Welcome Pack process including Customer Interface Website account creation.
• Contract renewals
• Contract negotiations
• Maintaining the Service Contract Base
• Correspond, both verbally and in writing, with customers regarding all matters relating to any Maintenance Agreements, dealing with associated emails/letters and routine paperwork/documentation
• Raising Purchase Orders when required
• Maintaining accurate electronic and paper based contract records
• Amending Maintenance Agreements as required in an efficient and timely manner, including raising of Invoices and Credit Notes
• Dealing with Invoice Queries relating to Contract customers.
• Participate in ITW Toolbox activities
• Carry out other duties deemed appropriate in line with your skills and experience.

General Comments: Occasional overtime may be required during busy periods i.e. towards the end of each month due to reporting requirements

Are you; a positive and enthusiastic individual with a ‘can do’ attitude? Confident and customer-focused with a natural desire to exceed customer expectations? A networker who enjoys interacting with people at all levels to build strong team-working relationships, both internally and externally?

Then we can’t wait to hear from you!

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]
• Avery Weigh-Tronix is an Equal Opportunities Employer.