Customer Sales & Service Representative

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Job description

FarnellFarnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.Customer Sales & Service RepresentativeWe are recruiting for 4 permanent, full-time, Customer Sales & Service Representatives, based in Leeds , to join our Business Contact Centre . These roles are fantastic opportunities to join a professional and friendly team where you will provide our customer base with a world-class customer experience across multiple channels, ensuring customer satisfaction at all times. As part of this role, you will collaborate with all key stakeholders and will be responsible for delivering both sales and service excellence by placing orders; generating additional sales where possible and responding to a variety of customer enquiries including quotation requests and post order issue resolution. You will be responsible for updating all supporting systems accurately in line with company policy whilst strictly adhering to both GDPR and PCI policies . If you are looking for a new career opportunity within a professional and fast-paced call centre environment , then this role is for you!Duties and Responsibilities:Handling of all inbound online and offline requests, within agreed service levels (including first contact resolution and adherence to compliance processes).Utilise all appropriate selling techniques including up-selling, associated and substitute selling, account and contact penetration, probing for design, product and service opportunities and actively closing orders.Delivering Service Excellence through efficiency, accuracy and full utilization of customer service skills when processing orders and dealing with customer enquiriesAdhering to departmental /wider business procedures and achievement of quality standards consistently across all channels (call/written communication, error rates, CID creation/data capture etc.).Driving own continual development, building and/or maintaining product, customer and industry knowledge.Ensuring data is complete and accurate, updating internal systems as required.Working effectively with all other sales and marketing functions to grow/manage accounts.Provide quote preparation, order tracking, backlog processing, invoicing, returns, and discrepancy resolution.Support to sales team members and/or external customers.Identifies, investigates and participates in opportunities to improve processes and procedures, to include various key performance metrics.Ensures good customer relations are maintained.Ensures customer claims and complaints are resolved fairly, effectively and in line with consumer laws.Job Level Specifications:Directly responsible for actively working with multiple channels simultaneously, managing many transactions and ensuring same day closure of all open cases.Directly responsible for achieving and exceeding agreed targets relating to sales, service resolution, quality and channel service levels.Directly responsible for the recording of all required information relating to customers and service resolution and updating of systems accurately.Directly responsible for managing own workload to meet customer expectations and business KPI's.Authorisation of returns requests outside of 21 day window Agree ad hoc discount to win incremental business in line with business agreed matrix.Recommend procedure improvements to gain efficiency.Experience and SkillsEssentialDemonstrable sales and service capability.Ability to prioritise a demanding workload.Self-motivated and committed to continuous self-development.Excellent English verbal and written skills.Able to work effectively in a fast paced environment, remaining calm, focussed and effective with both internal and external customers.Able to use effective questioning and listening skills to gather; disseminate and apply appropriate process/procedures to information.Good Computer literacy with excellent keyboard skills.Results-oriented.DesirableKnowledge of Contact Centre systems.Multilingual skills.Technical or Electronic design / components knowledge from working in the industry or education.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills.More about Us!Phoenix based Avnet, Inc., one of the world's largest distributors of electronic components, computer products and embedded systems. A Fortune 500 company, Avnet employs around 16,000 people worldwide and generates a revenue of $19.5 billion through sales in more than 70 countries. Visit Avnet's website: as part of the Avnet group of companies, has over 80 years in high-service electronics components distribution, Farnell's global businesses distribute a comprehensive portfolio of products globally. Our team are working with the largest manufacturers designing and manufacturing development kits and boards, providing customers of all sizes with experience which can be applied at any stage to accelerate time to market - from research and design support, to prototype and test right through to production services.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.Avnet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center in your region: Americas applicants - , Asia applicants - , EMEA applicants - .Job Applicant EMEA Imprints