Customer Service Generalist (Smethwick)

We are actively seeking a Customer Service Generalist, 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
• database management
• 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.

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 + Overtime + Out of hours cover

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 a fantastic 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  1-3 years practical experience in a similar role and/or within a service driven, customer-focused environment is preferred.

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:

• Qualify customer requirements and reduce customer downtime through effective questioning
• Receive and process requests from customers and colleagues via all incoming streams.
• 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

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

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.