Rockwell Automation
Customer Support Agent
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Job Description
About Us
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you, we would love to have you join us!
About Lektronix
Lektronix is a Rockwell Automation Business, a complete solutions provider for industrial automation needs. Providing the very best in technical excellence and customer service from anywhere in the world. We invest and continuously develop within the market.
Job Title: Customer Support Agent
Job Summary
We are looking for a Customer Support Agent. As Customer Support Agent, you will focus on managing relationships with existing customers while supporting the external sales team in expanding the customer base. You will act as the main point of contact for customers. You will deliver excellent service through phone and email communication, handling enquiries, providing updates on ongoing orders and repairs. Additionally, you will prepare quotations, process invoices, and arrange collections. You will achieve sales targets, maximising the potential of assigned accounts, and ensuring customers rely on Lektronix for their spare parts and repair requirements. Working with an external salesperson, you will support customers across a wide range of manufacturing industries, from small businesses to large multinational organizations.
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Key Responsibilities
- Achieve sales targets and manage a geographical area to maximise its sales potential.
- Maintain customer relationships.
- Maintain relationships across Lektronix' key accounts.
- Satisfy customers with our services and manage their expectation levels successfully.
- Assess and price all repair and supply jobs, taking into account individual customer's individual needs and future potential.
- Develop, update and maintain a database of existing and potential customers.
- Coordinate and follow-up on existing leads, initiate contact, generate new leads, and bring on new customers in an effective and structured manner.
- Interface with customers, providing information on price and availability, delivery expectation, ability to expedite orders, delivery tracking.
- Provide regular information to assist management with decision-making. Make recommendations to management on business development activity.
- Assist with after sales queries, investigate customer complaints, and ensure that they are dealt with to the customers' satisfaction.
- Work closely with our workshops, escalating issues and relating feedback to customers.
- Engage other Customer Services personnel, Regional Sales Managers, and/or the Commercial Manager in the specific selling/approach for certain customers.
- Provide information to support effective management of the business to all levels.
- Identify key issues from information gathered.
- Demonstrate behavior in accordance with Rockwell Automation values.
- Act with highest integrity in all areas.
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Essential Qualifications
- Minimum GCSE in English & Mathematics.
- At least 1 year of experience in Customer Care.
Preferred Qualifications
- Experience providing detailed troubleshooting and resolutions to users.
- Administrative skills.
What We Offer
- 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.
- Personalised wellbeing programmes through our OnTrack programme.
- On-demand digital course library for professional development.
- A 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.
- And other attractive local benefits!
At Rockwell Automation, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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