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Customer Service Coordinator

Amphenol Ltd - Whitstable, Thanet Way, Whitstable, Kent, United Kingdom Req #29
05 August 2022
The Company:

With innovation and engineering at the heart of our business, Amphenol Ltd (ALTD) has been at the forefront of using the latest technologies and practices for over 50 years to meet the needs of interconnection in a variety of applications. As part of the Amphenol Corporation - a leading global interconnect Fortune 500 specialist company, ALTD is continuing to grow and significantly investing in the future.  

Based in Whitstable Kent, ALTD has maintained its status as a market leader in the Aerospace and Military industries and growth targets remain on track as part of our strategic plan. With c230 employees across a wide range of disciplines, our end-to-end manufacturing capabilities provide endless opportunities for our employees to grow their career and professional experiences.   

More information on the job vacancy you have selected is available below, however if you have any additional questions please contact the HR Department on 01227 773200 or email HR@amphenol.co.uk:

The Vacancy:

Job Element

Detail

Job Title

Customer Service Coordinator

Reports to / structure

Customer Services Supervisor

Department / Location

Customer Services/Whitstable

Scope

No budget responsibility

Purpose of the role

·To be an integral part of the Amphenol team, dealing with all external and internal customer requests in a polite, efficient and professional manner, maintaining platinum customer service at all times.

·Processing of official quotations either direct with Amphenol UK or sister companies, this is to include pricing and commercial decisions.

·Processing of sales orders, order progresses, promotions, telephone calls, pricing and general enquiries, whilst maintaining responsibilities of specific external areas as instructed by the Sales Office Manager, along with any other duty deemed fit for the individual to undertake by the line manager.

·The role is to be processed via telephone, fax, email, face to face and written communication, web based programs ensuring coverage of day to day work load and colleagues during working hours.

·Whilst ensuring an open minded approach to change and a willingness to be part of the team.

Duties and responsibilities

This job description aims to give a broad outline as to the requirements of the role.Where jobs have more than one post holder, there may be variations in accountabilities.Management may ask employees to undertake reasonable additional duties to those outlined, based on the post holder’s personal skills, experience and developmental needs.

·To establish and build strong customer relationships, in order to deliver excellent levels of customer service

·Using the systems and tools available, prepare all customer quotations whether direct/Resale/Export etc. using guidelines and system requirements.

·Proactive quote follow up and negotiate where required.

·Understand the commercial pricing structures.

·Liaise with Commercial, Product Group Managers, Procurement and any other supporting departments, to build accurate pricing and lead times.

·Processing of customer orders within set KPIs

·Progressing orders through to shipment using the systems/tools and supporting departments to achieve this.

·Proactive communication with the customer throughout the quotation and order life cycle

·Proactively review, investigate and escalate customer complaints where applicable

·Acquire technical product experience with a willingness to understand the Amphenol product offer so as to process basic technical queries along with the ability to understand Amphenol Group products, competition products, and various specifications.

·Assist with external sales requirements relating to Customer and ordering information.

·Understand customer markets and ensuring any market intelligence is passed to the relevant Amphenol contact.

·Interfaces between customers and other functions within the organisation to provide service to new and existing customers, and makes relevant business decisions for Route to Market

·Identify new sales opportunities and act on them accordingly or pass them to the relevant Amphenol contact.

·To contact potential customers and present Amphenol products and services in order to maximise sales.

·To interface with clients and to support the Business Development Managers.

·To understand and implement Amphenol organisation, services and standards

·Cross selling and up selling.

·Ensure the office, emails, phones and faxes are covered between the opening hours of 08:00 and 16:30 Monday to Thursday and 08:00 and 13:30 on Friday.

·Be in situ at work station to enable commencement of role at 08.00 hours each working day.

·Answer each incoming call within the required time of 7 seconds equalling three rings.

·Undertake training as required so as to better develop self and team service offer.

·Work to a high customer service standard ensuring each situation is dealt with efficiently, professionally and in a timely manner.

·To take ownership of requests and to process them within a 24 hour time frame following up on information and responding to the originator on a regular basis until the request is completed.

·Aim to process all sales orders the same day of receipt ensuring full contract review is completed and any unavailable item is communicated to the customer.

·Assist in maintaining and update existing and new price lists.

·Process requirements for all Amphenol sales markets.

·To ensure holiday and sickness cover for the department

·Participate in reviews with line manager.

·Develop ideas so as to improve on the service offer of the team.

·Work to instructed KPI’s as set by the line manager

·Process and be involved in activities as directed by the line manager in support of the sales and marketing strategy.

·Assist with specific project work as and when needed

·Carry out such other duties that may be reasonably requested by the Company.

Health and Safety responsibilities

Take reasonable care for health, safety and the environment and others who may be affected by work activities, as well as co-operate on health and safety issues with Amphenol.

Ensure that all employees, contractors and visitors comply with Amphenol Ltd’s Health & Safety Policy use Health and Safety equipment provided.


Level of Autonomy and decision making


Ownership and assistance so as to support the wider Amphenol team.

Complexity

The main sources of complexity are:

·Sound Product Knowledge

·Process compliance

·IT knowledge to intermediate level

·Workload management

·Customer services skills

·Working process knowledge

·Commercial business Knowledge

Business responsibilities

Required to follow the Work Instructions as identified in the Quality Systems Manual.


This job description is provided to clarify the main components of the role and is supplemented with work instructions, specific processes and Company Policy.

Employee Agreement


Date..................................................................................


Employee name................................................................


Employee Signature..........................................................

The Benefits:
  • Group Personal Pension Plan
  • Life Assurance
  • Employee Assistance Programme
  • Company Sick Pay
  • Cycle to Work Scheme 
  • Subsidised Restaurant facility 
  • Free onsite parking 
To be considered for this position please click the 'Apply now' button, and thank you for your interest in Amphenol LTD.

Other details

  • Pay Type Salary
Location on Google Maps
  • Amphenol Ltd - Whitstable, Thanet Way, Whitstable, Kent, United Kingdom