Customer Service Rep - Redditch

Morgan Advanced Materials

At Morgan Advanced Materials, our rich history and dedication to innovation define who we are. Since our establishment in the UK in 1856, we have expanded globally, now operating across 70 sites in 18 countries. Our goal is to create a more sustainable world and enhance quality of life. We actively pursue this purpose through the development and production of advanced materials.

Within our business unit, we specialise in innovating cutting-edge carbon, graphite, and carbide products that deliver outstanding performance. We use our expertise to tackle complex challenges across many diverse industries to provide effective solutions for our valued customers.

Our products are shaping a better future; from enabling electric cars to charge faster and drive longer distances to maximising the operational efficiency of wind turbines. We are proud to help generate power for billions of people, deliver water to drought-stricken regions, improve the efficiency of industrial pumps, and protect lives both on the land and in the air.

Key Figures: Revenue £1,100.7m (2024), ~8,000 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.

Responsibilities

Customer Relationships

To communicate with allocated customers on a daily basis:

- To fix the sales conditions with the customers in relationship with external sales and sales manager

- To contact customers: to have a regular phone contact with the allocated customers and update the data in IFS

- To answer to phone calls, mails, of the customers concerning delivery, stocks, current orders, quotes and complaints

- To inform the customer about the follow up of his complaint, his deliveries

- To manage stock orders

- To ask for additional information for the execution of the order upon request of the other departments

- To welcome and to take care of customers during plant tour

To assist in the preparation of customer budgets in coordination with management and external sales

To ensure technical support:

- External: to customers, to external sales

- Internal: explanation of customers' requirements

Quote and Orders

To manage the quote:

- To prepare the quote upon customer's requirements applying prices and conditions defined by the management: to issue prices, communicate with the customer and to file the quote

- To follow up the quote and be responsible of its realization. To be proactive i.e. renegotiate the conditions if necessary and assure the good realization of the quote.

- Chasing the quote for getting prices information

- Communicate with PPP department for non standard quotes

Information and Communication

- To handle the database and all sales information and to file also orders and complaints

- To dispatch any accurate information to the different department and to file it in IFS

- To communicate with external sales:

- To prepare the information required for the visits based on visit planner, to file visit reports and update data in the system. To give external sales all support in term of information, follow up…

- To participate to the organization of sales meetings and to attend them

Additional Duties

- To be the backup of any customer representative when necessary

- To welcome customers and be in charge of their welfare

- To carry out any other reasonable tasks required

To respect the quality management procedure ISO 9001 version 2000 and the internal rules

To respect the environment and safety rules

Qualifications

- Minimum of 3 years experience in a customer service environment

- Has experience in a busy office environment

- Experience in Manufacturing would be preferred

- Educated to A-Level or equivalent

- Has a minimum GCSE of Grade B in Maths and Grade C English GCSE

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1