Customer Service & Sales Executive

Job Description: Customer Service & Sales Executive  Key responsibilities and accountabilities:  To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC.To ensure that all customer price requests received are responded to by production of a formal quotation and quotations are followed up within agreed timescales and conversion rates.To respond to “Tender” requests which are not being managed by the Business Development Teams or Product Application Specialists.To ensure that all customer orders received are entered correctly into the Pastel/ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email notification on release of the order.To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are and customers informed of any delays in advance.To improve back-order management and up-dates to customers by monitoring and chasing Shipments and or suppliers on product delays.Communicating courteously with customers by telephone, email and Service Cloud ensuring queries outside the remit of order entry or your level of expertise are escalated to the appropriate team.To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained, and issues escalated to the Manager.To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.Taking responsibility for ensuring that customer expectations are exceeded against response KPI’s.To learn about LGC Standards products and services and keep up to date with changes