Job Summary

As a Customer Service Apprentice you will be trained in to deliver the highest level of customer service to an industrial customer base whilst learning about the business.

You will learn to use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery. You will also learn to provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and our organisation.

You will be mentored by the Customer Service Team Leader and will work alongside a team of skilled Customer Service Co-Ordinators who will help you to develop your skills and knowledge.

You will attend college on a weekly day release basis which will lead to a Business Administrator Level 3 qualification.

Responsibilities

Duties will include but not be limited to:

• Deal with incoming phone calls and emails, taking appropriate action.
• Provide quotations by email to customer requirements in line with agreed KPIs where applicable.
• Ensure contract compliance with the correct and relevant export control and commercial legislation.
• Enter customer orders on Customer Relationship Management and/or Enterprise Resource Planning system, according to Company standards and send an acknowledgement.
• Use excellent listening skills to ensure full understanding of customers’ requirements and satisfy them in line with the customers’ expectations and business requirements.
• Develop good rapport and business relationships with key customer contacts in order to understand their specific requirements.
• Operate from a list of current accounts, making courtesy calls to the customer to identify if there are any sales opportunities and following these through.
• Ascertain from a list of current accounts if there are any upcoming customer projects, the value of the project and if applicable, forward to the appropriate Key Account Manager.
• Carry out broad range of office administration and office-based activities as required.
• Attend the College and complete the relevant study to requirements & expectations.
• Perform other such duties commensurate with the nature and level of the post as may be reasonably required.

The Person

Essential Criteria

• 5 GCSE’s (grade 4 or above) in Mathematics, Science and English (or equivalent).
• Ability to work well within a team whilst having the confidence to work on own initiative.
• Ability to focus on learning new skills and prepared to undertake learning on a daily basis.
• Enthusiasm, drive and commitment to a career within Customer Service and/or Sales.
• High level of attention to detail.
• Good verbal and written communication.
• PC literate.
• Flexible approach to work in both time and priority.