Customer Support Co-Ordinator
Customer Support Co-Ordinator
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Job Description
Overview
Element is hiring a Lead Development Associate to join our team in Edinburgh to maximize sales opportunities by creating a worldclass first impression for customers who contact Element through sales inquiry website forms and telephone numbers.
As the first point of contact for global customers theLead Development Associateplays a vital role in the Element sales process. The position consists of multiple responsibilities which help deliver a high customer experience. This includes professionally answering incoming calls and emails from internal and external customers asking salesminded questions to prequalify incoming requests posing technical questions to further clarify customer requirements and efficiently assigning incoming leads to the Element location most capable of providing services.
This position is hybrid: 3 days in our Edinburgh office. This is a MondayFriday full time role.
Responsibilities
Customer Focus
- Achieve goals by utilizing Elements webforms/phone call/email handling processes to effectively respond to incoming callers / web enquiries
- Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location and better inform the sales team when handing over the lead
- Perform to KPIs: speed of response (time to contact/time to assign) accuracy of data entry in DCRM assigning to the right laboratory qualification rate and leads won
- Utilize processes tools (including the digital capabilities matrix) and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner
- Develop and maintain ongoing relationships with sales and operational colleagues
- Complete customer followup emails and phone calls as required each day
- Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction
- Actively utilize Dynamics CRM to accurately record lead information activities contact details and updates
Ongoing Development
- Build and maintain a solid and current knowledge of Elements service offerings
- Keep up to date with latest developments in Elements service portfolio and accreditations increased scope and changes to laboratories including acquisitions
- Participate in training/coaching opportunities
Skills / Qualifications
At least 1 year of sales marketing or customer service experience or equivalent combination of education and experience
Ability to read and interpret documents such as customer quotes/contracts marketing materials and customer testing specifications
Ability to understand practical customer problems and interpret a variety of instructions data and details furnished in written oral diagram or schedule form
Welldeveloped written and verbal communication skills in a professional style
Strong interpersonal skills that foster open upward and downward communication built on mutual respect
Ability to interface with customers and determine their requirements
Experience working with a CRM Microsoft D365 is a huge plusMust be able to go into the Edinburgh location 3 day a week
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Diversity Statement
At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.
All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.
Employment Type
Unclear
