Customer Support Agent

Job Summary

Customer Support Agent at Lektronix, a Rockwell Automation Business, will focus on managing relationships with existing customers and supporting the external sales team in expanding the customer base. The role is based in the West Midlands and reports to the Customer Service Team Lead.

Responsibilities

• Achieve sales targets and manage a geographical area to maximise its sales potential.
• Maintain and nurture customer relationships, including key accounts.
• Assure customer satisfaction and manage their expectations.
• Assess and price repair and supply jobs based on customer needs and future potential.
• Develop, update and maintain a customer database.
• Coordinate and follow up on existing leads, initiate contact, generate new leads and bring on new customers.
• Interface with customers, providing information on price, availability, delivery expectation, ability to expedite orders, and delivery tracking.
• Provide regular information to assist management with decision making and make recommendations on business development activity.
• Assist with after sales queries, investigate customer complaints and ensure they are resolved to the customer's satisfaction.
• Work closely with workshops, escalating issues and providing feedback to customers.
• Engage Customer Services personnel, Regional Sales Managers and/or Commercial Manager for specific selling approaches.
• Provide information to support effective management of the business to all levels.
• Identify key issues from information gathered and demonstrate behaviour in accordance with Rockwell Automation values.

Qualifications

• Minimum: GCSE in English & Mathematics and at least 1 year of experience in Customer Care.
• Preferred: Experience providing detailed troubleshooting and resolutions to users and administrative skills.

Benefits

• Comprehensive mindfulness programmes with a premium membership to Calm.
• Volunteer paid time off available after 6 months of employment for eligible employees.
• Employee Assistance Program and personalised wellbeing programmes through the OnTrack programme.
• On demand digital course library for professional development.
• Collaborative, high performance engineering environment that values innovation and continuous improvement.
• Opportunities for ongoing learning, certification and global exposure.
• Great compensation package and benefits aligned with Rockwell Automation's global standards.
• Other attractive local benefits.

Company Commitment

We are dedicated to building a diverse, inclusive and authentic workplace. If your experience does not align perfectly with every qualification, we encourage you to apply anyway. You may also be right for other roles.