Customer Support Representative

📋 Description

• Provide an outstanding end-to-end customer experience by delivering expert product advice, addressing issues, and efficiently managing quotes, orders, and inquiries over the phone.

• Serve as a vital point of contact for customers through phone and email, striving for one-contact resolution by utilizing strong problem-solving, investigative, and communication skills.

• Exhibit exceptional customer service in every interaction and ensure timely resolution with customers in a single contact.

• Proactively handle and investigate customer concerns, identify root causes, resolve conflicts, and escalate issues when necessary.

• Review and oversee open orders on a daily basis, actively managing delivery blocks, billing issues, incomplete orders, delays, and open cases to ensure resolution.

• Balance operational customer support with both inbound and outbound sales efforts, identifying opportunities to enhance revenue, improve conversion rates, and add value to each interaction.

• Actively assist Sales Representatives by maintaining accurate pipelines, advancing opportunities, and providing best practice tools, processes, and insights.

• Establish, maintain, and optimize CRM and sales automation systems, primarily utilizing NetSuite and Power BI to enhance efficiency and sales performance.

• Contribute to sales growth by following up on low stock alerts, supporting promotional activities, and ensuring opportunities are successfully advanced to completion.

• Participate in Monthly Global Sales Calls and Weekly Team Huddles, sharing insights related to customers and operations.

• When necessary, support or oversee internal support resources to maintain consistent service levels and high performance.

⛳️ Requirements

• Comfortable in a sales-driven environment, motivated by targets, growth, and achieving results.

• Highly organized with excellent time-management abilities, capable of managing operational tasks alongside sales priorities.

• Confident communicator with robust problem-solving and conflict-resolution capabilities.

• Familiar with CRM or sales systems.

• Proactive, resilient, and willing to challenge existing processes or advocate for improved outcomes.

• Comfortable working in an office environment located in the heart of London.

• Enjoy collaborating with others but also confident in taking ownership and accountability for your own results.

• Self-motivated and proactive, comfortable engaging in inbound and outbound sales activities rather than waiting for opportunities to arise.

🏝️ Benefits

• 10 days of annual leave plus 5 days of sick leave, a birthday leave, and volunteer leave.

• A vibrant and supportive team culture.