Customer Support Representative

Ripon Farm Services Ltd.
Malton, UK
Customer Support Representative

Customer Support Representative

place Malton

Role overview

A brand new customer service centre role to support the Aftermarket team in maintaining and developing relationships with customers. Ensuring a consistent follow-up process to strengthen and leverage customer relationships and maximise aftermarket sales. A key part of the role will be in maintaining the CRM system to identify opportunities and support the team in communicating effectively with our customers. The role will report to the Customer Represenitive Manager.

Responsibilities

- Making professional outgoing telesales calls to existing customers as well as receiving inbound enquiries.

- Develops and maintains relationships with customers through our CRM system to increase parts sales and build customer loyalty with Ripon Farm Services.

- Maintaining the CRM system and constantly updating customer/prospect information. Keeping accurate and detailed records of intelligently with customers/prospects to influence them to purchase based on their specific needs or requirements that can be referred to when required.

- Build relationships with clients to produce enquiries, gain new business and re-engage former customers.

- Develops, promotes and sells service agreements and aftermarket promotional campaigns to increase parts and service sales.

- Using a variety of multi-media channels (direct mailing, telemarketing, newsletters or internet and social media) to communicate to our customers and maximise customer transactions for Ripon Farm Services’ aftermarket business.

- Delivers targeted follow-up communication after sales to introduce aftermarket business to customers and identifies potential issues and needs, especially close to the end of warranty periods.

- Liaise with the Sales department of sales opportunities identified through customer calls. Informs service department of identified customer issues or needs.

- These duties are not exhaustive and may vary from time to time.

The perfect candidate would have:

- Proven experience as telesales executive or similar sales role.

- Working knowledge of relevant computer programs (e.g., CRM software) and telephone systems

- Experience of working with technical or complex information

- Excellent communication skills who is persistent and results-oriented

- Patient and able to handle customer complaints

- Ability to influence.

- Strong written and verbal communication

- Ability to work with multiple teams

- Agricultural and horticultural knowledge is desirable but not essential.

Benefits
  • Company pension
  • Employee discount
  • Free, on-site parking
  • Referral programme
  • Sick pay
  • Store discount
  • 24 days holiday plus Bank Holiday
  • 08:00-17:00 Monday to Friday with flexible working