Customer Support Representative

Recruiter
Employee Finder Ltd
Location
Hampshire
Posted
05 Apr 2018
Closes
20 Apr 2018
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Our Client seeks applications for a Customer Support Representative

This would be in the South East and Anglian region, but reporting into and often being in the office - in North East Hampshire.

You would need knowledge or experience of Engineering Sales, Industrial or manufcaturing sales - you would be Account Managing in the engineering consumables sector.

Customer Support Representative

To maximise sales and profit opportunities in the nominated customers you are responsible for. To
deliver the added value committed to in contractual proposals. This will include delivering piece part savings and supplier rationalisation for the customers. To liaise with the local Branch to ensure that the best possible service is provided and operational customer actions are coordinated and implemented.

Key Areas of Responsibility:

• Supplier rationalisation and GP maximization.
• Manage the Service level to meet the commitment
• Piece part savings – identification of opportunities and implementation
• Managing the on-going development of the stock management approach
• Networking inside the nominated companies to identify opportunities to increase our sales and reduce leakage
• Administrate/Record all our actions where we add value to the customer using the company standard documentation, to ensure we can clearly illustrate this to the customer in line with the original contract proposals.
• Ensure consignment stock is regularly reviewed to ensure non-moving stock is invoiced and that the min and max quantities are appropriate.

Piece part savings / Supplier Rationalisation:

- Through your own efforts or through working with the Commercial team, Identify and prioritise opportunities to swap individual products to generate increased gross profit for the company and at the same time offer some piece part savings for the customer.
- Liaise with alternative suppliers – clearly utilising the preferred suppliers as a priority
- Where necessary arrange samples for the customer if this required or a formal trial needs to be completed.
- Run down stocks of original product and the phase in new product
- Ensure no stock is being held at the branch of the original product
- Document the cost savings for the customer. If the product is not implemented by the customer but has been signed off as suitable – then document as a missed opportunity
- Liaise with added value engineer to assist in identifying opportunities for piece part savings on technical product categories or engineering cost downs through increased productivity

Manage the service level in line with the contract:
- Ensure that purchase orders are being expedited correctly to ensure consignment stock meets service level requirements
- Act as a point of contact for ad hoc requests along with the appropriate branch personnel. Agree with them who is responsible for sourcing and expediting
- Monitor service level reporting
- Liaise with customer to ensure effective utilisation of KPI reporting suite – rationalisation where appropriate

Managing the on-going stock management approach including consignment stock:
- Ensure that consignment stock is maintained appropriately with company standards:
o Up to date appendix – signed off by customer
o Any additions go through sign off process agreed with customer
o Non-moving items are invoiced based on agreed parameters
o Housekeeping of vending solutions is in line with the professional approach and the standards set out by the continuous improvement team
- If automated vending is installed:
o Maintain product database
o Reconfigure if necessary to maximise the utilisation
o Add users as and when requested by customer and review users regularly proactively
- Identify opportunities within the customer where squirrel / satellite stores have developed and can be incorporated into our volume

Multi-level contacts / Networking within customer / Operational Reviews:
- Maximise the potential network of contacts – ensure that the Major/Regional Account Manager is recording these contacts within the customer profile
- Utilise these contacts to proactively penetrate the customer and secure incremental product categories and volume
- Attend and represent professionally within operational reviews. Also attend periodic reviews with customer and Major/Regional Account Managers as appropriate.

Administration:
- Documenting all piece part savings in the appropriate format
- Storing all documentation with regard to trials and sign offs
- Ensuring consignment stock documentation is up to date
- Completion of sales activity paperwork in an accurate and timely manner
- Completion and ongoing maintenance of customer cost saving documentation
- Attend 1-2-1 review meetings, completing all required documentation ahead of the meet

Miscellaneous:
- Provide cover for envoy service when and if required – holidays / sickness etc.
- Ensure you are participating in team meetings and sharing examples of your actions when attending
- Adopting best practice actions from other contracts
- Carry out any other duties as requested by management commensurate with the nature and grade of the post.
- Ensure compliance with health and safety policy / procedures

HEALTH & SAFETY/ENVIRONMENTAL/QUALITY

• Comply with Health & Safety legislation, procedures and processes
• Comply with Environmental Management System
• Comply with Quality Management System
• Report all incidents, complaints, accidents and near misses
• Improvements of HSEQ through business improvement request form.
The contents of this Job Profile have been drafted as a guide to the purpose and main duties of the job as it exists currently. It is not intended as a wholly comprehensive or permanent schedule of duties and will be reviewed from time to time according to the needs of the business

Should you be interested in this post, or, would like to know more we would be delighted to hear from you - please attach your CV and a brief covering note confirming:

Availability for interview:
Earliest start date:
Minimum salary:

By submitting your C.V, we assume that you are happy for us to represent you and you wish to apply for the vacancy as described. Please contact the recruitment consultant concerned for more details.

This vacancy has been posted by Elite Employee Please note that Elite Employee is a Division of Employee Finder Limited - a recruitment agency, presenting this vacancy on behalf of our end client, whom we provide recruitment consultancy services to

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