Customer Service Executive with Sales Responsibilities

DIMENSIONS:

• Individual contributor
• Team player
• Delivery of local KPIs
• Working within clearly defined departmental parameters to deliver customer satisfaction, seeking Key Account Manager (KAM) or General Manager (GM) approval to offer any discounts or other services beyond those set out in departmental guidelines or active campaigns

PRINCIPAL ACCOUNTABILITIES / RESPONSIBILITIES:

• Achieve and exceed agreed targets relating to service resolution and service levels.
• Cooperation in the sale of services offered, preparing offer quotation for certifications and testing of products
• Issuing certificates for clients from Poland and Eastern Europe to enable their products to be exported to Middle East and African countries
• Invoicing the clients for services and cooperate with accounting team
• Resolve customer issues whilst working within the parameters of company processes and procedures whilst fully utilising commercial awareness skills i.e., balancing cost of service vs. customer satisfaction
• Promote Intertek’s Value Proposition as a means of avoiding further service issues whilst maximising benefits to business
• Delivering customer satisfaction by first time resolution of customer queries / complaints within department guidelines, liaising effectively with other internal departments and escalating as appropriate
• Adhering to departmental procedures and quality standards (call / written communication, error rates, files/data capture etc)
• The ability to build and maintain basic product knowledge via i-Learn on-line portal
• Delivery of agreed KPI standards include resolving any issues/problems for clients in partnership with colleagues in overseas
• Cooperation with Inspection Manager in case of inspections and audits for Intertek clients

JOB KNOWLEDGE, SKILLS & EXPERIENCE

• Demonstrable experience in international trade in Import/Export, Logistics or similar industries ( min. 1 – 2 years). And/or experience of working in an inspection/certification industry and/or the compliance verification of products will be an advantage
• A very good command of Polish, English and Russian languages.
• Successfully balancing customer and business needs
• Proven ability to multitask
• Demonstrable ability to work in a pressurized, fast-paced environment demonstrating a positive attitude to change
• Strong team player with ability to be self-motivated
• PC literate – good working knowledge of Microsoft packages
• Willingness to independently further develop qualifications through internal portals of Intertek.