Customer Service Representative (Quoting)

Overview

Element offers a Customer Service Representative (Quoting) position, focusing on straightforward price and request for quotes (RFQs) from customers. This role involves engaging with customers via phone, email, and web conferencing, managing customer relationships, and resolving complaints. The ideal candidate should be customer-focused, action-oriented, approachable, and patient.

Responsibilities

• Primarily involved in the access and persuasion steps of the sales process, including qualifying, relationship building, needs evaluation, solution development/presentation, and closing
• Proactively engage with customers using phone, email, web conferencing
• Identify current and future customer service requirements by establishing personal rapport with potential and actual customers, acting as a liaison between the customers and Element Material Technology
• Manage relationships with customers
• Focus on straightforward quotation enquiries for standard products & services
• Gain pricing and lead time from standard price lists
• Work with departments to resolve complaints
• Process sales invoices, quoting, and provide status reports to clients
• Handle requests for information (e.g., shipping/delivery dates)
• Utilise Customer Relationship Management (CRM) tool to record activities, ensuring contact details are accurate, duplicates are removed, new information is added, and accurate call/visit logs are entered
• Achieve sales goals by converting and penetrating accounts
• Build and maintain a working knowledge of Element Material Technology service offerings; participate in training/coaching opportunities
• Ensure compliance with all Element Materials Technology policies including but not limited to Terms and Conditions, trade compliance, treatment of others, moral code of conduct, and employee handbook
• Avoid non-compliance with all applicable laws pertaining to safety, environment, and corporate governance

Qualifications

• 3 years of customer service experience with quoting experience strongly preferred
• Prior experience with chemical testing strongly preferred
• Previous experience in a chemistry environment preferred (undergraduate course work, industry experience, experience in a TIC space etc...)
• Ability to read and interpret documents such as customer quotes/contracts, marketing materials, and customer testing specifications
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to calculate figures and amounts such as discounts, interest, commissions, and proportions and apply concepts of basic algebra and geometry
• Ability to solve practical customer problems
• Experience in interpreting testing procedures and requirements desired
• Proficiency in Microsoft Applications (Dynamics AX and CRM, Word, Excel)
• Ability to remain calm when faced with mounting pressure related to deadlines and multiple priorities
• Well-developed oral and written communication skills to meet a variety of communication needs with strong interpersonal skills that foster open upward and downward communication built on mutual respect
• Ability to interface with clients, win new work, and determine their requirements; helps develop proposals including cost estimates, work plan, and terms and conditions