Rockwell Automation
Customer Support Specialist, Newry
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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.
Job Title: Customer Care Specialist
Location: Newry
Reporting To: Customer Service Team Leader
Work Arrangement: Mainly on-site, with the flexibility to work in a hybrid arrangement.
About the Role
We are looking for a Customer Care Specialist for our Newry office.
As a Customer Care Specialist, you will maintain our current customers and support the external salesperson in their role in adding to our customers. Development of existing customer relationships will also be important to make sure that clients use Lektronix for all their spares and repairs needs.
As a Customer Care Specialist you will achieve agreed sales targets and ensure that each of the accounts is managed to make sure the potential of the area is reached month after month. You will work side by side with external salespeople: their responsibility is to ensure that the new customers are added and supporting existing customers on a face-to-face basis.
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Responsibilities
- Achieve sales targets and manage a geographical area to maximize its sales potential.
- Maintain customer relationships.
- Maintain relationships across Lektronix' key accounts.
- Satisfy customers with our services and manage their expectation levels.
- Assess and price all repair and supply jobs, taking into account individual customer's individual needs and future potential.
- Develop and maintain a database of existing and potential customers.
- Coordinate and follow-up on existing leads, initiate contact, create new leads, and bring on new customers.
- Communicate 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 deal with them to the customers' satisfaction.
- Work 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 management of the business to all levels.
- Identify main issues from information gathered.
- Act with highest integrity in all areas.
Essential Requirements
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- Minimum GCSE Grade C in both English & Mathematics.
- Native or Fluent (C2) English.
Preferred Qualifications
- 1 year of Customer Service experience.
- Cross-selling products skills.
- B2B Sales.
- Key Account Management.
- Microsoft Office experienced user.
- Experience assisting customers through chat and email support in English.
- Experience providing detailed troubleshooting and resolutions to users to maintain accurate records.
What We Offer
- Comprehensive mindfulness programs with a premium membership to Calm.
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Employee Assistance Program.
- Personalized wellbeing programs through our OnTrack program.
- 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.
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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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