Contracts Specialist

Responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and also operations teams. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Key Responsibilities and Outcomes:

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times. • Ensure the integrity of any data input and maintains records as required. • Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling). • Respond professionally and accurately to all other customer queries within agreed timescales. • Use existing procedures and policies to solve routine or standard problems. • Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries. • Manage status report submittals on a recurring basis as required by the customer. • Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment. • Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements. • Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution. • Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed.

Experience Requirements:

• Strong Customer Service experience with typically 3 years’ experience in a relevant role and/or industry • Experience in using ERP and CRM Systems • Degree or Engineering/Technical Qualification (or equivalent) • Proficiency in data analysis and leveraging analytics for sales strategy development • Proficient in Microsoft Office with the ability to quickly learn & utilize business software and internal programs

The Successful Candidate:

• Ability to interact with customers on routine basis and must demonstrate a high level of Customer Service. • Must be thorough, accurate, and organized, with a strong attention to detail. • Good communication skills, customer focused, strong multitasker and good at executing tasks • Proactive approach to challenges in order to find solutions to customer issues