About Us

Beaufort is a global leader in survival and safety technologies, protecting personnel operating in some of the world's most demanding defence and aerospace environments.

The Customer Service team is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams.

This role receives and processes customer quotes, orders, inquiries and complaints. It maintains an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. It applies analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge.

Duties and responsibilities

• Provides advanced product and service information and responds to complex customer questions about those products and services
• Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
• Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries / complaints
• Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
• Schedules follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Beaufort has quality data to enable effective customer retention and business development activities
• Interviews (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner
• Provides exceptional service to customers to encourage continued use of Beaufort’s products and services
• Develops knowledge and understanding of Beaufort policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices
• Other duties assigned by your manager from time to time