Overview
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.
Hybrid 3 days in our Edinburgh office. Full time 39 hours per week (Mon-Thu: 8:30am-5pm, Fri: 8:30am-4pm).
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
Qualifications
- 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
Diversity Statement
At Element, we always take pride in putting our people first. We are an equal‑opportunity employer that recognises diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”. All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.
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