Customer Care Representative

Location: 
Manchester

Brand:   Brooks Automation

REQ ID:   R6153

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Overview

Customer Care Representative

Temporary – Estimated 6-12 months

Full time

Our customer service team are seeking a temporary Customer Care Representive, to assist them through a busy period. 

Ideal applicants, will come with expereince of working within a complexed manufacturing environment within customer service and hold previous expereince on Oracle, or similar ERP.   Candidate should enjoy working in a fast-paced, collaborative environment and exhibit a commitment to delivering customer satisfaction and success.

Daily activities include:

  • Reviewing, entering and managing customer orders for consumables, hardware and project orders according to clean order booking and order entry procedures, handling customer calls and emails, routing appropriately.
  • Generating and monitoring open order reports for held, open orders and late orders.
  • Responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution where possible.
  • All work is done in compliance with department Standard Operating Procedures, order entry procedures and Sarbanes-Oxley.
  • Proactive management of customers with orders on hold, staged release dates and blanket POs.
  • Establish solid interdepartmental relationships; understand ITO (inquiry to order) & OTR (order to remittance) scope beyond their role.
  • Reviews, enters and books orders according to order entry policies and procedures; proactively follows-up with customers to resolve order entry issues and escalate when necessary. Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry

Qualifications/Skills:

  • 3 -5 years business experience; preferably in a fast-paced, manufacturing or life sciences Customer Service environment.
  • Professional demeanor; excellent phone skills, strong attention to detail, team player.
  • Customer-first attitude a must; understands that the customer is the driving force behind all activity.
  • Ability to work in a high volume environment with minimal supervision is required.
  • Experienced ERP (Oracle preferred), Microsoft Office proficiency.
  • Excellent time management and organizational skills with the ability to effectively prioritize.  Requirements include strong teamwork and problem solving skills.
  • Fluent German Speaker is highly desirable

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