Customer Service Representative

**Worldwide Market Leader**:

- ** Auckland Location**:

- ** Bonus opportunity to earn up to 68% of your annual base salary**:

- ** Comprehensive training**:

- ** Great team environment**:

- ** No weekend work**

**About Us**

Norgren, part of IMI plc, has a proud history and proven track record of creating innovative engineering solutions in the fields of precise motion control and fluid technology.

Our success is based upon collaboration with customers across more than 50 countries in critical areas such as Factory Automation, Material Handling, Rail, Energy, Process Control, Life Science and Commercial Vehicles.

The challenges and problems the world faces grow ever more complex. Businesses demand fresh thinking and new approaches to successfully tackle fundamental issues such as climate change, rapid population growth and using technology to improve the quality of lives.

Such challenges demand Breakthrough Engineering for a better world.

This is where Norgren has a key role to play.

From improving speed, productivity, reliability and efficiency of equipment, to generating significant energy and cost savings, or lowering total cost of ownership across many industries - Norgren's solutions are designed to help customers pursue progress, achieve new goals and overcome problems.

Norgren offers insight, technical excellence and a true collaborative approach to help organisations forge a brighter future by breakthrough engineering for a better world.

Our key brands include Norgren, Buschjost, FAS, Herion and Maxseal.

**Position Summary**

This position is responsible for providing outstanding customer service and essential support to our external sales team. Specifically, this role:

- Processes all customer orders and enquiries in a timely fashion;
- Ensures all documentation and communications are conducted as per the Company policies and procedures;
- Supports the sales team with assistance to process all documentation related to simple quotations, price requests, urgent order deliveries or pick-ups, literature requests and liaise with other departments to support development of sales; and

**Key Duties & Responsibilities**
- Record all incoming phone call activity in CRM in accordance with Company policy and procedures. Read back customer orders/enquiries to ensure both parties have interpreted the specified order recommendation prior to processing orders or quotations.
- Ensure all order details are entered correctly via computer for printed delivery dockets.
- Identify request for credits via Customer and Warehouse, process credit memo and forward to designated personnel for approval.
- Make outward bound, proactive telephone calls to customers to help generate sales.
- Respond to all return phone calls or call back enquiries within two (2) hours of the original enquiry.
- Respond to all incoming enquiries within a two-hour period.
- Ensure quoted discounts are within Company policy and kept to a minimum to achieve set gross profit margins.
- Endeavour to convert all enquiries to orders and also to sell ancillary products with all customer phoned and counter sales orders/enquiries.
- Check customer credit limit and the debtors stop list prior to processing customer orders.
- Assist with quotation costing and delegated design and development support activity.
- Ensure all cash sale/credit card order documentation is processed correctly prior to processing.
- Ensure any unresolved product; technical or commercial enquiries are referred to the relevant Technical Support or the Area Sales Manager as soon as practicable.
- Pay regular attention to serve waiting customers at counter sales area; and contribute to supporting Warehouse activity as and when required.
- Ensure all back-order enquiries are coordinated with relevant personnel and customers advised within a 24-hour period.
- Endeavour to support all sales personnel and coordinate all related sales territory activity.
- Contribute to Branch audits and support improvements to inter-branch operational issues.
- Support sales and marketing personnel at all trade night, seminar and promotional venues.
- Attend and contribute to all sales, product and development training programs.
- Maintain CRM system as per company guidelines.
- Ensure that manual back-up systems such as price lists, discount manuals and catalogues are up-to-date at all times.
- Study all on-going Marketing Bulletins, training and technical data, and ensure one is conversant with all current and on-going policies and procedures.
- Ensure desk, files and documentation are tidy prior to leaving the office each day.
- Actively participate in all branch stock takes.
- Assembly of some fit together componentry before distribution to a customer as required. Assembly work is restricted to:

- Assembly of FRL sets
- Assembling coils to valves
- Mounting of valves to cylinders, using fittings only. No fabrication involved.
- Assembly of compression fittings

26. Other special projects