Element has an opportunity for a new Customer Support Coordinator to join our team in Edinburgh on a 12 month contract. This role will drive to maximise sales opportunities by creating a world-class first impression for customers who contact Element through sales inquiry website forms and telephone numbers.
As the first point of contact for global customers, the Lead Development Associate plays a vital role in the Element sales process. The position consists of multiple responsibilities which help deliver a high customer experience. This includes professionally answering incoming calls and emails from internal and external customers, asking sales-minded questions to pre-qualify incoming requests, posing technical questions to further clarify customer requirements, and efficiently assigning incoming leads to the Element location most capable of providing services.
Hybrid 3 days in our Edinburgh office
Full time 39 hours per week (Mon-Thu: 8:30am-5pm, Fri: 8:30am-4pm)
Key Responsibilities:
Customer Focus
- Achieve goals by utilising Element’s webforms/phone call/email handling processes to effectively respond to incoming callers / web enquiries
- Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location, and better inform the sales team when handing over the lead
- Perform to KPIs: speed of response (time to contact/time to assign), accuracy of data entry in DCRM, assigning to the right laboratory, qualification rate and leads won (£)
- Utilise processes, tools (including the digital capabilities matrix), and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner
- Develop and maintain ongoing relationships with sales and operational colleagues
- Complete customer follow-up emails and phone calls as required each day
- Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction
- Actively utilise Dynamics CRM to accurately record lead information, activities, contact details, and updates
Ongoing Development
- Build and maintain a solid and current knowledge of Element’s service offerings
- Keep up to date with latest developments in Element’s service portfolio and accreditations, increased scope, and changes to laboratories including acquisitions
- Participate in training/coaching opportunities
Skills & Experience:
- Sales, marketing, or customer service experience, or equivalent combination of education and experience
- Ability to read and interpret documents such as customer quotes / contracts, marketing materials, and customer testing specifications
- Ability to understand practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form
- Well-developed written and verbal communication skills in a professional style
- Strong interpersonal skills that foster open upward and downward communication built on mutual respect
- Ability to interface with customers and determine their requirements
- Experience working with a CRM – Microsoft D365 is advantageous
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