Tait North America
Scope of the Role
Purpose of this role is to be the primary point of contact for customers/dealers. The Customer Support Representative manages the day to day relationship with the customer/dealer, responding to their inquiries, processing orders while making sure the customer/dealer is provided with prompt and accurate information regarding Tait products and services.
Functional Outcomes
Sales Order Processing
Provide the first point of contact for all customer inquiries regarding product availability, pricing and delivery schedules.
Process standard sales orders including checking orders received against job file and correct pricing.
Process all customer orders in a timely manner.
Process credit and material returns.
Communicate any production delays and revise dates.
Provide information to Logistics Manager and other interested parties on order history and current orders.
Coordinate ERP corrections with product/pricing teams.
Liaise with Stores Controller to insure customer orders are dispatched in time, accurately and any special instructions are actioned.
Maintain and update filing system for both outstanding and shipped orders.
Insure that contract review (where required) is complete and that commercial terms encapsulated in the order are in agreement with the job file and contract.
Enter sales order on the ERP system.
Enter shipment tracking information in ERP system.
Invoice customers in ERP and send invoices to appropriate party.
Check availability of Tait product and third party supplier, raising purchase orders where appropriate.
Confirm orders and delivery dates back to the customers.
Plan and coordinate orders, to ensure orders deliverables are met.
Provide regular progress reporting to both the sales team and management on status of orders.
Provide support, follow up and backup (where required) to the sales team.
Provide backup (as required) for preparing repair authorization orders, repair invoices and receipting repairs upon arrival for store.
Dispatching and Export Documentation
Prepare required export documentation in accordance with the sales order requirements.
Liaise with shipping company for expediting shipments.
Arrange courier shipments and documentation.
Organize shipments (when required) by processing pickings lists and liaising with dispatch personnel.
Negotiating with manufacturing to expedite orders (when required) to meet customer's deadlines.
Upload tracking information and proof of delivery to customer's tracking site and ERP.
Sales and Customer Support
Maintain a day to day contact with all relevant people in the appropriate sales regions.
Respond to general customer inquiries for products, services and requirements.
Update and maintain the CRM (if applicable) in an accurate manner as directed by your manager
Preparation of quotations and coordination of tender documents to ensure deadlines are met via online tool or ERP.
Follow up with customers on quotations to secure orders or establish reason why the order was not won.
Regular calls with customers for support and to encourage new sales.
Work with accounts team to monitor customer payments.
Opening/maintaining/closing electronic job files and records.
First point of contact for all customer equipment and service request.
Together with the rest of the sales team, take an active role in looking for improvement opportunities in sales office procedures and ways to improve customer service.
Team Member Responsibilities
In consultation with your Manager: Establish the most appropriate work and project related goals for you personally.
Ensure that these goals can be directly related to the team plan and our own development needs.
Break these goals down into specific, measurable and achievable objectives for yourself.
Demonstrate habit of making plans, taking action and learning from those plans and actions.
Work with your Manager to annually produce your Personal Development Plan and review this regularly throughout the year.
Occupational Safety and Health
All staff have an obligation to follow Tait policy and procedures.
Person Specification
Specific Expertise
Definition
Qualifications
Bachelor's Degree or Equivalent Work Equivalent
Language
Bi-lingual (English and Spanish) advantageous but not required
Work
Coordination of multiple stakeholders, administrative systems design/support/use, customer service. ERP experience
Applications
Microsoft Outlook, Excel and Word essential to medium skill level.
Problem Solving
Articulate the question or problem statement so others can actions.
Use past experience to solve problems.
Search for relevant information, questioning people about problems.
Investigate issues to establish the cause, using observation and structured techniques.
Present a range of solutions and evaluates alternatives.
Take time out to think about problems and possible solutions and be open to suggestions from others for new ways of doing and looking at things.
Communicating
Use communication approaches that are effective, appropriate and influence others.
Display excellent listening skills with staff, customers and others.
Gathering the Facts
Clarify (internal and external) customers' objectives, ensuring that any action is based on a thorough understanding of their needs.
Gather relevant information to assist in the development of customers' businesses.
Is aware of how information may be useful to other people within Tait and take time to feed it back.
Seek clarification where things are not clear.
Use networks to gather information.
Written Communication
Think about the audience and what information they need.
Convey a clear message through the accurate use of grammar and spelling.
Maintain accurate records of issues and progress.
Use templates and other resources.
Methodically lay out all the steps and information required.
Self-Development
Demonstrate ability to be self-directed and motivated.
Take responsibility for own development.
Actively pursue learning and career development opportunities.
Seek out and act upon feedback on own performance.
Have a stable temperament and never allow work to get on top of their performance.
Extra Hours Worked Occasional overtime may be requested.
Purpose of this role is to be the primary point of contact for customers/dealers. The Customer Support Representative manages the day to day relationship with the customer/dealer, responding to their inquiries, processing orders while making sure the customer/dealer is provided with prompt and accurate information regarding Tait products and services.
Functional Outcomes
Sales Order Processing
Provide the first point of contact for all customer inquiries regarding product availability, pricing and delivery schedules.
Process standard sales orders including checking orders received against job file and correct pricing.
Process all customer orders in a timely manner.
Process credit and material returns.
Communicate any production delays and revise dates.
Provide information to Logistics Manager and other interested parties on order history and current orders.
Coordinate ERP corrections with product/pricing teams.
Liaise with Stores Controller to insure customer orders are dispatched in time, accurately and any special instructions are actioned.
Maintain and update filing system for both outstanding and shipped orders.
Insure that contract review (where required) is complete and that commercial terms encapsulated in the order are in agreement with the job file and contract.
Enter sales order on the ERP system.
Enter shipment tracking information in ERP system.
Invoice customers in ERP and send invoices to appropriate party.
Check availability of Tait product and third party supplier, raising purchase orders where appropriate.
Confirm orders and delivery dates back to the customers.
Plan and coordinate orders, to ensure orders deliverables are met.
Provide regular progress reporting to both the sales team and management on status of orders.
Provide support, follow up and backup (where required) to the sales team.
Provide backup (as required) for preparing repair authorization orders, repair invoices and receipting repairs upon arrival for store.
Dispatching and Export Documentation
Prepare required export documentation in accordance with the sales order requirements.
Liaise with shipping company for expediting shipments.
Arrange courier shipments and documentation.
Organize shipments (when required) by processing pickings lists and liaising with dispatch personnel.
Negotiating with manufacturing to expedite orders (when required) to meet customer's deadlines.
Upload tracking information and proof of delivery to customer's tracking site and ERP.
Sales and Customer Support
Maintain a day to day contact with all relevant people in the appropriate sales regions.
Respond to general customer inquiries for products, services and requirements.
Update and maintain the CRM (if applicable) in an accurate manner as directed by your manager
Preparation of quotations and coordination of tender documents to ensure deadlines are met via online tool or ERP.
Follow up with customers on quotations to secure orders or establish reason why the order was not won.
Regular calls with customers for support and to encourage new sales.
Work with accounts team to monitor customer payments.
Opening/maintaining/closing electronic job files and records.
First point of contact for all customer equipment and service request.
Together with the rest of the sales team, take an active role in looking for improvement opportunities in sales office procedures and ways to improve customer service.
Team Member Responsibilities
In consultation with your Manager: Establish the most appropriate work and project related goals for you personally.
Ensure that these goals can be directly related to the team plan and our own development needs.
Break these goals down into specific, measurable and achievable objectives for yourself.
Demonstrate habit of making plans, taking action and learning from those plans and actions.
Work with your Manager to annually produce your Personal Development Plan and review this regularly throughout the year.
Occupational Safety and Health
All staff have an obligation to follow Tait policy and procedures.
Person Specification
Specific Expertise
Definition
Qualifications
Bachelor's Degree or Equivalent Work Equivalent
Language
Bi-lingual (English and Spanish) advantageous but not required
Work
Coordination of multiple stakeholders, administrative systems design/support/use, customer service. ERP experience
Applications
Microsoft Outlook, Excel and Word essential to medium skill level.
Problem Solving
Articulate the question or problem statement so others can actions.
Use past experience to solve problems.
Search for relevant information, questioning people about problems.
Investigate issues to establish the cause, using observation and structured techniques.
Present a range of solutions and evaluates alternatives.
Take time out to think about problems and possible solutions and be open to suggestions from others for new ways of doing and looking at things.
Communicating
Use communication approaches that are effective, appropriate and influence others.
Display excellent listening skills with staff, customers and others.
Gathering the Facts
Clarify (internal and external) customers' objectives, ensuring that any action is based on a thorough understanding of their needs.
Gather relevant information to assist in the development of customers' businesses.
Is aware of how information may be useful to other people within Tait and take time to feed it back.
Seek clarification where things are not clear.
Use networks to gather information.
Written Communication
Think about the audience and what information they need.
Convey a clear message through the accurate use of grammar and spelling.
Maintain accurate records of issues and progress.
Use templates and other resources.
Methodically lay out all the steps and information required.
Self-Development
Demonstrate ability to be self-directed and motivated.
Take responsibility for own development.
Actively pursue learning and career development opportunities.
Seek out and act upon feedback on own performance.
Have a stable temperament and never allow work to get on top of their performance.
Extra Hours Worked Occasional overtime may be requested.