Customer Service Administrator (Fixed Term Contract) at Rotork in Houston, TX, United States

Job description

• This position is responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders or RFQs are received, documented and assigned to the Contracts or Inside Sales teams in a timely and accurate manner. This role works closely with the customer, Sales, Finance, and Rotork management to secure the required information and approvals needed to action the order or RFQ. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Responsibilities

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times.
• Ensure the integrity of any data input and maintain records as required.
• Oversee daily organization, qualification and assignment of all customer inboxes to ensure all requests and order submittals are actioned and/or assigned within the same day of receipt
• Follow process for communicating delays or holds related to orders and/or quotes and expedite resolution of these issues
• Respond professionally and accurately to all other customer queries within agreed timescales.
• Use existing procedures to solve routine or standard problems.
• Manage customer orders and RFQs within the required systems such as SharePoint, MTMS, AX and CE, including processing changes and addressing any customer enquiries.
• Liaise and collaborate with both customers and internal departments regarding order entry, credit, Major Contract Approvals, and/or preliminary data required to proceed with quotation request.
• Uses prescribed guidance or policies to analyse and resolve problems
• Provide open communication and feedback to customers, Sales and internal departments capturing all feedback to drive continuous service improvements based on insights

Requirements

• Essential
• 1-2 years'' experience in relevant/similar industry
• Strong Customer Service experience
• Role model for Rotork DNA behaviors in all aspects
• Strong leadership qualities and customer focused attitude
• Good communication and interpersonal skills with a strong customer focus.
• Able to multitask and effectively manage differing priorities as they emerge.
• Desirable
• Experience of flow control industry or similar
• Experience in using Enterprise Resource Planning (ERP) Systems
• Technically proficient in IT programs such as AX, CE, D365, SharePoint, Microsoft (basic knowledge of Outlook, Word, Excel)

Skills

Required

• Strong Customer Service experience
• Strong leadership qualities
• Customer focused attitude